Net Promoter Score (NPS) Quiz

1. What does NPS stand for?

a) Net Profitable Sales b) Net Promoter Score c) New Product Service d) None of the above

2. Which of the following is NOT a category in the NPS methodology?

a) Promoters b) Passives c) Advocates d) Detractors

3. What range of scores do Promoters typically fall into?

a) 0–6 b) 7–8 c) 9–10 d) 0–10

4. What is the main question used to calculate NPS?

a) Satisfaction level b) Likelihood to recommend c) Buy again d) Usage frequency

5. How is NPS calculated?

a) Promoters − Passives b) Promoters − Detractors c) Promoters + Passives d) Promoters × Detractors

6. What does a negative NPS score indicate?

a) More Promoters b) More Passives c) More Detractors d) None

7. Which group spreads negative word-of-mouth?

a) Promoters b) Passives c) Detractors d) Advocates

8. What does benchmarking NPS involve?

a) Industry averages b) Past performance c) Competitors d) All of the above

9. Why is NPS important?

a) Satisfaction b) Actionable insights c) Growth correlation d) All of the above

10. Which strategy improves NPS?

a) Ignore feedback b) Acquire only new customers c) Encourage referrals d) Reduce training

11. NPS score range?

a) -100 to +100 b) 0 to 100 c) -10 to +10 d) 0 to 10

12. Primary objective of NPS?

a) Employee satisfaction b) Customer loyalty c) Revenue d) Market trends

13. Who becomes brand ambassadors?

a) Passives b) Detractors c) Promoters d) None

14. How often monitor NPS?

a) Quarterly b) Annually c) Monthly d) Never

15. Neutral sentiment?

a) Promoters b) Passives c) Detractors d) Advocates

16. Positive NPS means?

a) More passives b) More promoters c) More detractors d) None

17. NPS role in training?

a) No impact b) Improve service c) Salary setting d) Product only

18. Passives represent?

a) Satisfied but not promoting b) Unhappy customers c) Loyal advocates d) Employees

19. Benchmarking vs industry?

a) Find weaknesses b) Provide context c) Beat competitors d) Set standards

20. NPS and growth?

a) Guarantees revenue b) No correlation c) Correlates with growth d) Only startups