Percentage of promoters minus percentage of passives Percentage of promoters minus percentage of detractors, divided by percentage of passives Percentage of promoters minus percentage of detractors Percentage of promoters

After every support interaction Quarterly Monthly After every milestone

Writing a case study about a customer Paying your customer to leave you a good review regardless of their actual experience. Writing a blog post about a customer Asking a…

overall customer sentiment. how easy it was to solve a problem. the satisfaction of a particular milestone. something that’s not covered in industry standard surveys.

Customer effort score Customer satisfaction survey Net promoter score Customer advocacy score

Today Tomorrow Next week Next year

Someone who gives you a score of 9 or 10 on your NPS survey Someone who helps you generate more business Someone who gets paid for advertising your brand. An…

Improve the customer experience Establish listening posts Collect customer feedback Understand customer sentiment

True False

True False