Question

Many large companies use which metric to track the likelihood of their current customers engaging in positive and negative word of mouth behavior?

A. Net Promoter Score
B. Customer Lifetime value
C. Market share
D. Unit shares
E. Sales per square foot

Answer 1

Many large companies use the metric Net Promoter Score (option A) to track the likelihood of their current customers engaging in positive and negative word of mouth behavior.

Step-by-step explanation:

Many large companies use the metric Net Promoter Score (option A) to track the likelihood of their current customers engaging in positive and negative word of mouth behavior. Net Promoter Score (NPS) measures customer satisfaction and loyalty by asking customers to rate how likely they are to recommend a company or product on a scale from 0 to 10. Customers who rate 9 or 10 are considered promoters, those who rate 7 or 8 are considered passive, and those who rate 0 to 6 are considered detractors. The NPS is calculated by subtracting the percentage of detractors from the percentage of promoters, resulting in a score between -100 and +100.