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WorksheetsCloseloop process Quiz
Total questions: 12
Worksheet time: 24mins
What is the formula to calculate NPS?
(% of Promoters - % of Detractors) divided by 10%
% of Promoters - % of Passives
% of Promoters - % of Detractors
% of Promoters - % of Detractors / % of Passives
What is the time window to close a Detractor before it goes Overdue?
48 Hours after we get a Detractor
24 Hours after we get a Detractor
48 Working Hours after we get a Detractor
96 Working Hours after we get a Detractor
How to close a Detractor?
Fill the Close-loop form and click "Save Updates" which closes the form
Fill the form, Click Save Updates followed by Close alert
Clicking on Close alert only
Not sure
What is the purpose of Closeloop process?
Gives first hand feedback
Makes the customer feel valued
Helps identifying issues impacting our customers and generate ideas for improvement
All of the above
What happens if a Detractor goes Overdue?
Closed before Overdue % is impacted
Alert email is triggered to TP Owner,Champions & NPS Team
Its affects the Organisation NPS performance & all employees KRA
All of the above
Detractor received on Friday at 3 PM in the afternoon, this Detractor will go overdue on
Sunday 3 PM
Monday 3 PM
Tuesday 3 PM
Tuesday 6 AM
What kind of notes should be put in Issue Description and Action plan for resolution?
A quick one liner
Few lines are enough
Detailed issue Description and Action taken to resolve the Issue
Copy customer's NPS comment in both the places
If the customer sounded angry or upset about his/her experience but didn't say that they will cancel. What will be the selection for Risk of Churn?
No Risk of Churn
Yes - Customer spoke about Cancellation
Yes - I feel he/she may cancel
NA
If an employee has got 5 Response of which 4 are Detractors and 1 is Passive, what will be his/her NPS?
80%
40%
-80%
-100%
How do we identify key issues from the Closeloop process?
Detractors are studied/contacted
Key Issues are identified basis Clooper comments
Main & Sub category validation are analysed
All of the above
Customer rated 0 because there was a delay in getting the renewal quote, however when you called, he said that he has renewed his policy with us on the last day. He wanted to speak further about something but was busy and asked for call back tomorrow. What will you select for "Were you able to resolve the Issue"?
Issue Resolved - Yes
Issue Resolved - No
Issue Resolved - NA
Issue Resolved - Feedback only
Customer just bought a new policy and informed that the Sales manager entered his own mobile number in the proposal form. She asked for mobile number to be changed, the endorsement process took a very long time. She also informed that the surveyor had asked for Rs.350 as Inspection charges for new policies which was waived off after she spoke to the sales manager. What will be the main & category validation?
Main category - Purchase Related
Sub category - Errors In Policy - Incorrect Details on Proposal Filled by Agent
Main category - Endorsement related
Sub category - Error in policy - Endorsement not done/Delay
Main category - Purchase Related
Sub category - Miss-Communication of Policy Terms - Incorrect Terms Communicated at the time of Sale
Main category - Purchase Related
Sub category - Errors In Policy - Incorrect Details on Proposal Filled by Agent
+
Main category - Endorsement related
Sub category - Error in policy - Endorsement not done/Delay
+
Main category - Endorsement related
Sub category - Error in policy - Endorsement not done/Delay
