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Q. 196 The rating in Net Promoter Score is obtained as Ordinal data (rating scale from 1 to 10), but this data is later modified to three discrete categories (categorized as promoter, neutral or detractor). When Ordinal is a better type of data, why is Ordinal data converted to Categorical data? Note for website visitors - Two questions are asked every week on this platform. One on Tuesday and the other on Friday. All questions so far can be seen here - https://www.benchmarksixsigma.com/forum/lean-six-sigma-business-excellence-questions/ Please visit the forum home
Q 72. Some of the commonly used measures of customer satisfaction are given below - NPS (Net Promoter Score) - Loyalty and referral check. C-SAT (Customer Satisfaction Index) - Satisfaction attained by the use of product/service. Churn (Customer Churn Rate) - Customer loss assessment. CAC (Customer Acquisition Cost) - CAC is all the costs spent on acquiring more customers (marketing expenses) divided by the number of customers acquired in the period the money was spent. CES (Customer Effort Score) - Customer effort assessment in getting work done/ iss