NPS Pulse Series

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Across
  1. 3. Three types of NPS in TM. Relationship NPS, _ NPS and Touchpoint NPS.
  2. 7. It is _ in TM responsible for ensuring customer experience excellence
  3. 9. In NPS scoring, a scale from 7 to 8 is called __.
  4. 10. If a customers satisfied with our service are called _.
  5. 14. Touchpoint NPS or called tNPS is to measure customer experience for a particular __ on each TM Care Crew engagement with customers.
  6. 15. On a company that have more promoters and fewer detractors is going __ more than other competitors.
Down
  1. 1. Dissatisfied customers which are rated 0 to 6 are called __.
  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. 4. 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. 5. ___ of a company will be based on customer’s feedback.
  5. 6. This type of NPS is to measure brand sentiment, overall experience & advocacy which is called _ NPS.
  6. 8. To learn customer relationships better, company use _ to tell employees what really mattered.
  7. 11. To measure net promoter score, you need to __ percentage of detractors from the percentage of promoters.
  8. 12. An Installation process at customer’s premise falls into i-____ as part of customer’s journey.
  9. 13. In Episode NPS, there will be 5 step customer moments which are Discover, Join, __ , Engage, Pay and Stay