Nissan CX

In Net Promoter Score (NPS) survey, respondents fall into 1 of the 3 following categories:

• Promoters

  Passives

  Detractors

• Ambassadors

  Neutral

  Skepticals

• Top

  Medium

  Low

• Satisfied

  No opinion

  Unsatisfied

How is Net Promoter Score (NPS) being calculated?

• % Passives + % Promoters

• 100 - % Detractors

• % Promoters - % of Detractors

• 100 - % Passives

Customer Service is part of Customer Experience?

• True

• False

• Depends on the industry

• Depends on the market

What does this sentence describe: "It begins the moment a lead visits the website/ showroom and ends only if the lead chooses to no longer use Nissan/Dealer’s services"

• Customer

  Service

• Customer Satisfaction

• Customer Experience

• Customer Engagement

The 5S principle stands for

• Seek

  Synchronize

  Salvage

  Sustain

  Summarize

• Sort

  Set in order

  Shine

  Standardize

  Sustain

• It does not have any specific meaning

• 5S principle does not exist

Phygital refers to the Customer Experience being a mix of:

• Physical & digital touch points

• Physical & digital interractions

• Physical & digital conversations

• All of the above

Who is involved to ensure digital/physical alignment?

• Marketing department only

• Marketing & Sales departments

• All

• Dealer Development Network team

In general, Customers will easily punish a company for providing bad service rather than promote a company for delivering good service:

• True

• False

How to best define "Seamless Customer Experience"?

• A positive customer experience

• An experience where Customer does not have to put efforts to deal with your company

• A bad Customer experience

• An average Customer Experience

What is "Customer Advocacy"?

• Customer is becoming loyal to our brand

• Customer is not loyal to our brand

• Customer is more than loyal. He/She starts to tell people about our brand

• Customer does not know our brand