Net promoter scores measure:
A) the number of times a customer clicks on a pop up link.
B) the good mentions and bad mentions of a brand in the social media.
C) offline consumer behavior.
D) whether consumers search for online offers or not.

Question

Net promoter scores measure: 
A) the number of times a customer clicks on a pop up link. 
B) the good mentions and bad mentions of a brand in the social media.  
C) offline consumer behavior. 
D) whether consumers search for online offers or not.

Quizplus · Accepted Answer

Net promoter scores measure the overall willingness of customers to recommend a brand to others, which is determined by asking them to rate the brand on a scale of 0-10. The scores are then classified into three categories - promoters (score of 9 or 10), passives (score of 7 or 8), and detractors (score of 0-6). The percentage of promoters minus the percentage of detractors gives the net promoter score (NPS) of a brand. Therefore, it has nothing to do with pop up links, offline consumer behavior or online offers. It can be inferred that the good mentions and bad mentions of a brand on social media can influence the NPS since they reflect the customers' perception of the brand.

Net Promoter Scores Measure