Before responding to this discussion, read page 437 of your text and view this video on net promoter score.

Consider applying this concept to one of the following industries: health care (hospital), hotel, grocery, or auto dealership. The net promoter score (NPS) requires you to first ask the initial question of whether you would recommend the organization to a friend or family member. What additional "driver" questions would you ask that would help you to get to the heart of the matter to improve the NPS? By gaining this information and acting on it, do you believe you can affect overall retention and customer loyalty? Will your marketing strategies change as a result of obtaining this information?