WorksheetsNissan CX
Total questions: 10
Worksheet time: 5mins
In Net Promoter Score (NPS) survey, respondents fall into 1 of the 3 following categories:
Promoters
Passives
Detractors
Ambassadors
Neutral
Skepticals
Top
Medium
Low
Satisfied
No opinion
Unsatisfied
How is Net Promoter Score (NPS) being calculated?
% Passives + % Promoters
100 - % Detractors
% Promoters - % of Detractors
100 - % Passives
Customer Service is part of Customer Experience?
True
False
Depends on the industry
Depends on the market
What does this sentence describe: "It begins the moment a lead visits the website/ showroom and ends only if the lead chooses to no longer use Nissan/Dealer’s services"
Customer
Service
Customer Satisfaction
Customer Experience
Customer Engagement
The 5S principle stands for
Seek
Synchronize
Salvage
Sustain
Summarize
Sort
Set in order
Shine
Standardize
Sustain
It does not have any specific meaning
5S principle does not exist
Phygital refers to the Customer Experience being a mix of:
Physical & digital touch points
Physical & digital interractions
Physical & digital conversations
All of the above
Who is involved to ensure digital/physical alignment?
Marketing department only
Marketing & Sales departments
All
Dealer Development Network team
In general, Customers will easily punish a company for providing bad service rather than promote a company for delivering good service:
True
False
How to best define "Seamless Customer Experience"?
A positive customer experience
An experience where Customer does not have to put efforts to deal with your company
A bad Customer experience
An average Customer Experience
What is "Customer Advocacy"?
Customer is becoming loyal to our brand
Customer is not loyal to our brand
Customer is more than loyal. He/She starts to tell people about our brand
Customer does not know our brand
