What percent of respondents are customers? ______________________ What item (Q4,

Question

What percent of respondents are customers? ______________________

What item (Q4, Q5, Q6 or Q11) has the highest Top 2 Box (T2B) score? ________

What is the T2B score? ___the highest ranking points on a scale question_______________

The Net Promoter Score is defined as the %9 & 10 minus the %0-6. Compute the NPS score in total. _____________________________

Why do you think this score is low?

BRAND RELATIONSHIP Frequency Percent Valid Percent Cumulative Percent Valid 1 PROSPECT 2390 66.7 66.7 66.7 2 LAPSED CUSTOMER 803 22.4 22.4 89.2 3 CUSTOMER 388 10.8 10.8 100 Total 3581 100 100 Q4_1 How relevant is Frequency Percent Valid Percent Cumulative Percent Valid 1 1 - Not at all Relevant 1284 35.9 35.9 35.9 2 2 631 17.6 17.6 53.5 3 3 811 22.7 22.7 76.1 4 4 565 15.8 15.8 91.9 5 5 - Very Relevant 289 8.1 8.1 100 23.9 Total 3581 100 100 Q5_1 for someone like you Frequency Percent Valid Percent Cumulative Percent Valid 1 1 - Not at all 1011 28.2 28.2 28.2 2 2 638 17.8 17.8 46.1 3 3 867 24.2 24.2 70.3 4 4 664 18.6 18.6 88.8 5 5 - Very much 400 11.2 11.2 100 29.8 Total 3581 100 100 Q6_1 How likely are you to consider Frequency Percent Valid Percent Cumulative Percent Valid 1 1 - Not at all Likely 1199 33.5 33.5 33.5 2 2 617 17.2 17.2 50.7 3 3 799 22.3 22.3 73 4 4 588 16.4 16.4 89.4 5 5 - Very Likely 378 10.6 10.6 100 27 Total 3581 100 100 Q11_1 Likelihood to Recommend Frequency Percent Valid Percent Cumulative Percent Valid 0 0 - Not at all Likely 714 19.9 19.9 19.9 1 1 176 4.9 4.9 24.9 2 2 207 5.8 5.8 30.6 3 3 241 6.7 6.7 37.4 4 4 216 6 6 43.4 5 5 515 14.4 14.4 57.8 6 6 278 7.8 7.8 65.6 7 7 307 8.6 8.6 74.1 8 8 323 9 9 83.1 9 9 216 6 6 89.2 10 10 - Extremely Likely 388 10.8 10.8 100 16.8 Total 3581 100 100

What percent of respondents are customers? ______________________

What item (Q4, Q5, Q6 or Q11) has the highest Top 2 Box (T2B) score? ________

What is the T2B score? ___the highest ranking points on a scale question_______________

The Net Promoter Score is defined as the %9 & 10 minus the %0-6. Compute the NPS score in total. _____________________________

Why do you think this score is low?

Explanation / Answer

From the brand relationship table, 10.8% of respondents are customers.

The T2B score number of responses of promoters (top two categories)/Total number of responses

Q4-T2B score=(565+289)/3581=0.238~23.8%

Q5-T2B score=(664+400)/3581=0.297~29.7%

Q6-T2B score=(588+378)/3581=0.270~27.0%

Q11-T2B score=(216+388)/3581=0.169~16.9%

Therefore, Q5 has highest T2B score.

NSP score in total=(854/3581-2727/3581)+(1064/3581-2517/3581)+(966/3581-2615/3581)+(604/3581-2977/3581)

=2.052~20.52%

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