How Do You Calculate NPS? 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
Which Of The Following Is NOT An Example Of An Advocacy Action? 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 customer to write you a Yelp review
You Should Use Custom Feedback Surveys When You Want To Understand ________. 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.
If You Want To Know What Your Customer Thinks About Their Sales Experience, Which Feedback Survey Should You Use? Customer effort score Customer satisfaction survey Net promoter score Customer advocacy score
What Is An Advocate? 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 employee on your marketing team
Which Of The Following Is NOT A Stage In HubSpot’s Feedback Framework? Improve the customer experience Establish listening posts Collect customer feedback Understand customer sentiment