BUSN258 Week Five Assignment

BUSN258 Week Five Assignment - Customer Expectations and...

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Customer Expectations and Customer Service DeVry University, BUSN258 Professor Don Butler February 10, 2008
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2 Customer Expectations Reviewing the Facts 1. Explain the concept of Net Promoter Score. Why is this score important? How can managers use this number to improve service? Net Promoter Score is found after gathering a count from a 10 point scale ranging question given to customers. The question “How likely is it that you would recommend this company to a friend or colleague?” Based on the customers respond the manger form the company can determine the count of how many customers are detractors, passives, or promoters. Customers that answer by checking 9 or 10 are considered promoters; these customers are loyal and enthusiastic. If they answer by checking 7 or 8 they are considered passives; they are satisfied but unenthusiastic. Any customers that answer by checking 6 or below are considered detractors; these customers are unhappy but perhaps trapped in a bad relationship. Using this information, managers can calculate
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BUSN258 Week Five Assignment - Customer Expectations and...

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