NPS Exam Rated A+
A way of understanding our position versus those of our competitors. This benchmark
will help us set our goals for score improvement and inform our decision making. -
Answer- Competitive Benchmark NPS
The Net Promoter System is a new way of operating that will help us create and build
customer loyalty. The system encourages our employees, managers and supervisors to
own every interaction with the customer and to consider everything from the customer's
point of view. - Answer- Net Promoter System
"How likely are you to recommend XFINITY from Comcast to friends and family?" This
single question allows us to track promoters and detractors and measures how our
customers feel about their overall experience with us. - Answer- Net Promoter Question
A simple, easily understandable score that shows our progress in making the customer
experience our best product. It is calculated based on a customer's likelihood to
recommend our products and services based on the Net Promoter Question. Net
Promoter Score = promoters - detractors. - Answer- Net Promoter Score
An ongoing survey that measures how customers feel about their overall experience
with Comcast as a brand. - Answer- Relationship NPS
Through a recurring survey that measures how our employees feel about Comcast as a
place to work and about our products and services. - Answer- Employee NPS
Through a one-time survey, measures how our customers feel after a single interaction
with our employees, such as paying a bill or talking to an agent. - Answer- Transactional
NPS
A measure of how loyal a customer is, or how strongly our customers will "advocate" for
us. The Net Promoter System categorizes customers into three categories based on
advocacy: Promoters, Passives and Detractors. - Answer- Customer Advocacy
Customers who are loyal and enthusiastic supporters, and will tell others to choose us.
They score us at a 9 or 10 in terms of their likelihood to recommend us. - Answer-
Promoters
Customers who are satisfied, but not motivated to recommend us. They are likely to
leave us if attracted by a competitor's promotion or advertising. They score us at a 7 or
8 in terms of their likelihood to recommend us. - Answer- Passives
Customers who are not happy with our service and who will tell others not to choose us.
They are dissatisfied and often angry, scoring us at a 0 to 6 in terms of their likelihood to
recommend us. - Answer- Detractors
A way of understanding our position versus those of our competitors. This benchmark
will help us set our goals for score improvement and inform our decision making. -
Answer- Competitive Benchmark NPS
The Net Promoter System is a new way of operating that will help us create and build
customer loyalty. The system encourages our employees, managers and supervisors to
own every interaction with the customer and to consider everything from the customer's
point of view. - Answer- Net Promoter System
"How likely are you to recommend XFINITY from Comcast to friends and family?" This
single question allows us to track promoters and detractors and measures how our
customers feel about their overall experience with us. - Answer- Net Promoter Question
A simple, easily understandable score that shows our progress in making the customer
experience our best product. It is calculated based on a customer's likelihood to
recommend our products and services based on the Net Promoter Question. Net
Promoter Score = promoters - detractors. - Answer- Net Promoter Score
An ongoing survey that measures how customers feel about their overall experience
with Comcast as a brand. - Answer- Relationship NPS
Through a recurring survey that measures how our employees feel about Comcast as a
place to work and about our products and services. - Answer- Employee NPS
Through a one-time survey, measures how our customers feel after a single interaction
with our employees, such as paying a bill or talking to an agent. - Answer- Transactional
NPS
A measure of how loyal a customer is, or how strongly our customers will "advocate" for
us. The Net Promoter System categorizes customers into three categories based on
advocacy: Promoters, Passives and Detractors. - Answer- Customer Advocacy
Customers who are loyal and enthusiastic supporters, and will tell others to choose us.
They score us at a 9 or 10 in terms of their likelihood to recommend us. - Answer-
Promoters
Customers who are satisfied, but not motivated to recommend us. They are likely to
leave us if attracted by a competitor's promotion or advertising. They score us at a 7 or
8 in terms of their likelihood to recommend us. - Answer- Passives
Customers who are not happy with our service and who will tell others not to choose us.
They are dissatisfied and often angry, scoring us at a 0 to 6 in terms of their likelihood to
recommend us. - Answer- Detractors
