Q1) What is Net Promoter Score and how do you find a firm's NPS?
Q2) What is the NPS for the following firms with the link to where you found the results:
- Hilton
- Starwood Hotels
- Marriott
Q3) Given the results in part 2 what does this mean and what correlation would you expect with other customer metrics, e.g., retention, loyalty, etc.
Q4) What is Employee Net Promoter Score (eNPS) and where can eNPS be looked up?
Q5) What is the eNPS for the following firms with the link to where you found the results:
- Hilton
- Starwood Hotels
- Marriott
Q6) Given the results in part 2 which of the firms would employees would be most likely to answer "yes" to the question "I know how my role contributes to the firm's objectives." Show support, for this response