Managers understand that customer satisfaction leads to customer loyalty, and loyal customers drive growth, sales, and profitability. However, measuring customer satisfaction can be a difficult task to accomplish. There are many different tools and practices used by businesses that try to correlate customer satisfaction scores with company growth and financial success. There are always the customers who complete the survey, so feedback can be skewed by the same customers always completing the survey with good or poor ratings. Results are valuable to review and consider but remember that results are directionally based on who is responding; results are not absolute. Instructions 1. Review the following: Net Promoter Score (NPS)- A Brief Introduction 2. Think of three different companies for which you could be considered a Promoter, Passive, or Detractor. For each company, describe your experience and explain why you would fit into the category (Promoter, Passive, Detractor). Think about what steps the company could make to improve your customer experience. What would you advise based on what we've studied this week