11 Feb

Questions on Net Promoter Score

Questions on Net Promoter Score (NPS) | PMP Exam New Format 2021 Simulator

There are 5 sample questions here for you to try. The Net Promoter Score (NPS) is a new inclusion in New PMP Exam Format 2021. This simple yet great tool is used to measure customer satisfaction or customer loyalty or even for the Employee Satisfaction survey by the Fortune 500 hundred companies. Surely, you will get 1/2 questions from NPS.

Net Promoter or Net Promoter Score (NPS) is the percentage of customers rating their likelihood to recommend a company, a product, or a service to a friend or colleague as 9 or 10 (“promoters”) minus the percentage rating this at 6 or below (“detractors”) on a scale from 0 to 10. Respondents who provide a score of 7 or 8 are referred to as “passives” and do not enter into the overall percentage calculation. The result of the calculation is expressed without the percentage sign. (wiki: https://en.wikipedia.org/wiki/Net_Promoter)

// Instruction

  • You can pause the video if you need more time to read and understand the question
  • Please provide your answer in the comment section for each question + You will get the answer here in the description on 10 Feb 2021
  • If you are here, after 10 Feb 2021, please do not jump into the answer given rather first try it by yourself then check the answer and rationale here.

// Timestamps

00:00 Intro
00:06 Question 1
00:37 Question 2
01:07 Question 3
01:37 Question 4
02:07 Question 5

// Answers and Explanation

1. C. In NPS the scale is used from 0 to 10. So if we count the number of response options [0,1,2,3,4,5,6,7,8,9,10] , the total is 11.

2. A. All responses fall under Promoters, no passives or no detractors. If we use the NPS formula here: NPS = % of Promoters – % of Detractors = 100% – 0% = 100

3. C. There are three groupings in NPS: 0 – 6 = Detractors 7 – 8 = Passives 9 – 10 = Promoters So “Actives” is a made up term.

4. D. This is a direct question to use the NPS formula. So here, Number of detractors = 70 Number of Passives = 60 Number of Promoters = 55 Total Number of Promoters = 185 So, % of promoters = 55/185 = 30% % of detractors = 70/185 = 38% NPS = % of Promoters – % of Detractors = 30% – 38% = – 8

5. B. It is only possible when all the respondents are detractors.

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Shahid Reza
I am Shahid Reza. I am a PMP, PMI-ACP, CSM, SiSM, PRINCE2 Practitioner working in Project Management Arena for more than 15 years. I help organizations/individuals to manage projects effectively to deliver greater values. Progress made possible by better project managers and adopting project management best practices in this disruptive environment. I assist Organizations to develop customized project management methodology and adopting it in their operating environment. I also help project managers to become better project managers/leaders of the future.

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