NPS Pulse Series

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Across
  1. 3. An Installation process at customer’s premise falls into ______(ijoin) as part of customer’s journey.
  2. 5. Three types of NPS in TM. Relationship NPS, _______ NPS and Touchpoint NPS.
  3. 7. It is an information about reactions to a product or a person’s performance of a task which is used as a basis for improvement. What is it?
  4. 9. If a customers satisfied with our service are called _______
  5. 10. In NPS scoring, a scale from 7 to 8 is called ________.
  6. 11. Touchpoint NPS or called tNPS is to measure customer experience for a particular _________ on each TM Care Crew engagement with customers.
  7. 12. In Episode NPS, there will be 5 step customer moments which are Discover, Join, ______, Engage, Pay and Stay.
  8. 14. On a company that have more promoters and fewer detractors is going ________ more than other competitors.
Down
  1. 1. To measure net promoter score, you need to ________ percentage of detractors from the percentage of promoters.
  2. 2. In i-Use episode, a _____ customers which are never interacted with TM will receive an SMS to measure the eNPS for i-Use episode.
  3. 3. _______ of a company will be based on customer’s feedback.
  4. 4. This type of NPS is to measure brand sentiment, overall experience & advocacy which is called _______ NPS.
  5. 6. Dissatisfied customers which are rated 0 to 6 are called ________.
  6. 8. To learn customer relationships better, company use _______ to tell employees what really mattered.
  7. 13. employee It is _________ in TM responsible for ensuring customer experience excellence