Cope Farm Equipment has recently conducted market research regarding a number of issues, including customer loyalty and

Question:

Cope Farm Equipment has recently conducted market research regarding a number of issues, including customer loyalty and customer satisfaction. In regard to the latter, Cope obtained the following responses to the question, “How likely is it that you would recommend Cope to a friend or relative?” The response scale for this question ranged from 1 (“Extremely Unlikely”) to 10 (“Extremely Likely”).

Score                            No.
10.................................962
9................................1,898
8................................1,880
7...................................340
6...................................822
5...................................740
4...................................536
3.....................................95
2.....................................63
1...................................164
Total..........................7,500


Required

1. What is meant by the term net promoter score (NPS)?

2. What is the potential value of the NPS to the management and control of quality?

3. Given the above results, what is the NPS for Cope? (Round your answer to the nearest whole percentage, e.g., 18.819% = 19%).

4. How is the NPS for an organization interpreted?

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Related Book For  book-img-for-question

Cost Management A Strategic Emphasis

ISBN: 9781259917028

8th Edition

Authors: Edward Blocher, David F. Stout, Paul Juras, Steven Smith

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