Question

A customer feedback system, developed by Reichheld, in which every customer is identified as a "promoter," "neutral," or a "detractor," based upon their response to a single question, is referred to as

A. Critical-incident analysis
B. Net promoter score
C. Mystery shopper
D.Customer satisfaction survey

Answer 1

The customer feedback system developed by Reichheld is called the Net Promoter Score (NPS). It measures customer loyalty and satisfaction based on their likelihood to recommend a company or product to others.

Step-by-step explanation:

The customer feedback system developed by Reichheld, in which every customer is identified as a "promoter", "neutral", or a "detractor" based on their response to a single question, is referred to as the Net Promoter Score (NPS).

The Net Promoter Score is a metric that measures customer loyalty and satisfaction based on their likelihood to recommend a company or product to others. It is calculated by subtracting the percentage of detractors from the percentage of promoters.

For example, if 70% of customers are promoters, 20% are neutrals, and 10% are detractors, the Net Promoter Score would be 60% (70% - 10%).