Font size
S
M
L
XL
WorksheetsNPS Guru1
Total questions: 44
Worksheet time: 2hrs 19mins
Name
Class
Date
1.
Delivering great customer experience is
a)
is great for Business
b)
the only way to grow
c)
how we can sustain the competition
d)
All of the above
2.
How do we check if the customers are happy with our Products & Service?
a)
We ask them to follow us on Social Media
b)
We ask them for referrals
c)
We use NPS
3.
Policy payment done means
a)
the end of responsibility for Sales
b)
the beginning of responsibility for Sales
c)
Not sure
4.
What does NPS stands for?
a)
Net Promotion score
b)
Net Promoter score
c)
National Pension scheme
5.
NPS gauges the following
a)
Referral %
b)
Customer Happiness
c)
Trust in the brand
d)
Customer's loyalty towards the Brand
e)
Renewal %
6.
Can we make changes to the NPS calculation process
a)
Yes, its an open platform
b)
No, NPS calculation process is standard across the globe and can't be modified
7.
NPS calculation formula is
a)
% of Promoter - % of Detractors/ No. of Responses
b)
No. of Promoters - No. of Detractors
c)
No. of Promoters - No. of Detractors/No. of Passives
d)
% of Promoter - % of Detractors (Converted to a number)
8.
Promoter means a customer who has rated us
a)
0 to 6
b)
7 or 8
c)
9
d)
10
e)
9 or 10
9.
Promoters are good for Business, because?
a)
They give referrals
b)
They buy more than 1 policy
c)
They prefer renewing their policy
d)
They don't give feedback
e)
They don't talk to us
10.
Actions that can bring Negative NPS
a)
Being honest
b)
Not explaining Terms & conditions
c)
Setting up ECS without consent
d)
Staying connected with the customer
e)
Not responding after policy payment
11.
What is that 1 thing that every customer looks for?
a)
Company's PAN No.
b)
An organization they can "Trust"
c)
Company's GSTIN No.
12.
What's the purpose of Comments in the NPS form?
a)
To get positive feedback
b)
To get negative feedback
c)
Customer can express their concerns or tell us anything they want us to focus on
13.
What do we do with Detractors?
a)
Its good to know information for us
b)
We need it for building some Database
c)
We review each Detractor and even have a Team contact them for detailed feedback
d)
Detractors feedback is the basis of all our initiatives
e)
Detractors feedback will decide all future actions
14.
To improve NPS score, we need more and more customers to rate us
a)
Between 0 to 6
b)
Between 7 & 10
c)
9 & 10
15.
IndiaFirst Life's NPS in FY21-22 was
a)
16
b)
17
c)
18
d)
19
16.
IndiaFirst Life's NPS target for FY22-23 is
(a)
17.
Response means
a)
Customer opened the survey link
b)
Customer completed the survey and we got the feedback
c)
Customer saved the survey link
18.
Response Rate is highly dependent on
a)
Correct location
b)
Correct Mobile No.
c)
Correct email address
d)
Correct age
e)
Correct PIN code
19.
Response Rate target for Policy Issuance (New Business) is …. %
(a)
20.
Behaviours that can improve NPS
a)
Blocking the customer
b)
Staying connected even after Sales
c)
Thank the customer for his/her Business
d)
Say "sorry' for any delay or error at our end
e)
Ignoring the customer
21.
What are the recent initiatives taken to improve the Response Rate?
a)
BDM are reminded by ABH's to reach customer for feedback
b)
BDMs are getting a text message as soon as the Policy is issued. This is because the NPS link is sent 2 days after Policy Issuance
22.
IndiaFirst Life Response Rate for April to Nov'22 is … %
a)
2
b)
3
c)
4
d)
5
23.
When should we pitch NPS?
a)
Just before payment
b)
Only after Policy Issuance
c)
Whenever you get an chance, mainly around policy Issuance was the customer will get the link 2 days after Policy Issuance
24.
If a customer buys 2 Policies at the same time using the same email address & mobile Number, will he get 2 survey links?
a)
Yes, because we take feedback on every new sale so we will send 2 survey links
b)
Yes, but I don’t know why
c)
No, we filter duplicate invites basis Email address & Mobile No. to ensure that a customers gets only 1 survey.
d)
No, we take only 1 Sales feedback from 1 customer in 6 months
e)
Yes, because there is some logic
25.
NPS for Policy Issuance (New Business) can be improved by
a)
Ensuring you ignore the customer
b)
Ensuring we collect the payment but not deposit it
c)
Ensuring proposal form does not have any error and Terms & conditions are clearly explained
d)
Ensuring customer gets the Policy copy, atleast a soft copy
e)
Ensuring the customer has Customer Service contact details
26.
Positive NPS score impacts SQM
a)
Yes, by 20%
b)
No impact
27.
Response Rate calculation formula is
a)
No. of Responses received divided by No. of Invites sent
b)
No. of Promoters received divided by No. of Responses received
c)
No. of Promoters received divided by No. of Detractors received
d)
No. of Promoters received divided by No. of Passives received
28.
NPS Invite is sent via
a)
SMS
b)
Email
c)
Facebook Messenger
d)
SMS + Email
29.
For Policy Issuance (New Business), NPS Invite is sent after … (a) Days of Policy Issuance
30.
NPS Feedback link is valid for
a)
48 Hours
b)
3 Days
c)
7 Days
d)
7 Working Days
31.
We send reminder SMS/Email to customers to get their NPS feedback
a)
Correct
b)
Incorrect
32.
Reminders are sent on …... and …...
a)
2nd & 4th Day
b)
2nd & 4th Day
c)
3rd and 5th Day
d)
5th and 6th Day
33.
If the customer's email address is not updated in the proposal, then
a)
NPS link will not be sent
b)
NPS link will sent on the Mobile Number
c)
NPS link will be sent on Facebook
d)
Not sure
34.
Achieving the company's NPS target is the responsibility of
a)
Policy Issuance (New Business) & Persistency Team
b)
Customer Service Team
c)
Claims & FinOps Team
d)
Each and every Touchpoint & employee is equally Responsible
35.
SQM score of 50 will become …. if your NPS score is Positive
(a)
36.
We should share this with every customer
a)
Our PAN No.
b)
Our Head Office address
c)
Customer Service contact details
37.
Our attitude should be
a)
I will sell it the right way
b)
I can decide the experience he/she gets
c)
Customer's concern is not my concern
d)
I only care about the Payment
e)
Customer Service is the owner of good or bad experience
38.
Customer has not received the Policy copy even after a week, he wants your help
a)
You will ask the customer to wait for 2-3 days more
b)
Ask the customer to contact Service
c)
Arrange the policy copy for the customer
39.
You made a minor mistake in the proposal form, what will you do?
a)
Ignore it since it's a minor mistake
b)
Blame the Back end Team for the error
c)
Ask the customer to contact Customer Service
d)
Get it rectified
40.
We sent 8100 Invites and received 749 Responses via SMS & 512 responses via email. Response rate is …. %
a)
5
b)
10
c)
16
d)
20
41.
Sam's NPS score is 100 with a response rate of 2.1%. Aditi's NPS score is 76 with a response rate of 9.4%. Whose NPS performance is good?
a)
Sam, because his NPS score is 100
b)
Aditi, because she has a good NPS score with a good Response Rate which is equally important
42.
Rahul received 76 Responses of which 26 Responses were Promoters, 20 were Passives and 30 were Detractors. What is the NPS score?
a)
-5
b)
1
c)
5
d)
10
43.
Ajay received 108 Responses of which 76 Responses were Promoters, 22 were Passives and rest were Detractors. What is the NPS score?
a)
61
b)
62
c)
63
d)
73
44.
What is the point of contact for any NPS related query?
a)
HR Team
b)
Customer Experience Team
(Circleoftrust@indiafirstlife.com)
c)
Customer Service Team
Reset
