Question

Which of the following statements is NOT true regarding a Net Promoter Score (NPS)?

a. The NPS is used to measure satisfaction by asking trainees to rate the likelihood of recommending training to a peer.
b. Trainees are categorized into detractors, permissives, and promotors.
c. The NPS is computed by subtracting the number of distractors from the number of promoters, dividing this number by the number of respondents, and then multiplying by 100.
d. None of the above-each statement is true.

Answer 1

The statement given in option (b) i.e. ‘Trainees are categorized into detractors, permissives, and promotors’ is not true about a Net Promoter Score (NPS).

Net Promoter Score is a metric used to measure customers’ loyalty to and satisfaction with a product or service of how likely they will recommend the service or product to others. Net Promoter Score helps enterprises to address problem areas, improve customers’ experience, keep track of loyalty trends, and generate revenues through upsells and referrals.

Net Promoter Score is a valuable metric to predict the growth of the business. It is because when a company has a high Net Promoter Score, it means that the company has a strong relationship with customers and generates a positive growth cycle.

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