AP-226 · Question #56
The company wants to assess brand loyalty and potential for referrals. Which KPI is most relevant?
The correct answer is B. Net Promoter Score (NPS). The Net Promoter Score (NPS) is a critical KPI for assessing brand loyalty and the likelihood of customers to refer others to a business. NPS measures how likely customers are to recommend a company's product or service to others, serving as a strong indicator of customer…
Question
The company wants to assess brand loyalty and potential for referrals. Which KPI is most relevant?
Options
- ACustomer Satisfaction (CSAT) Score
- BNet Promoter Score (NPS)
- CAverage Contact Handle Time (AHT)
- DCase Resolution Rate
How the community answered
(45 responses)- A7% (3)
- B89% (40)
- C2% (1)
- D2% (1)
Explanation
The Net Promoter Score (NPS) is a critical KPI for assessing brand loyalty and the likelihood of customers to refer others to a business. NPS measures how likely customers are to recommend a company's product or service to others, serving as a strong indicator of customer loyalty and overall satisfaction with the company. Thus, "B. Net Promoter Score (NPS)" is the most relevant KPI for assessing brand loyalty and potential for referrals.
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