Garver MKT 450 Exam 4 Quiz Questions!

The range of possible scores for NPS from low to high are blank1 - Word Answer to blank2 - Word Answer

-100 to 100

The zone of indifference for performance ratios (low to high) is blank1 - Word Answer to blank2 - Word Answer

.97 to 1.03

What is the performance ratio? Our attribute score is 8.86Best Competitor attribute score is 9.12 Please Round to 2 decimal places.

0.97

What is the performance ratio? Our attribute score is 9.12Best Competitor attribute score is 8.86 Please Round to 2 decimal places.

1.03

Rescaled scores for attributes analyzed with RWA will add up to what number?

100

Consider the following NPS results: 20% responded with a 10 20% responded with a 9 20% responded with a 8 20% responded with a 7 20% responded with a 6 What is the NPS?

20.0

Consider the following NPS results: 25% responded with a 10 25% responded with a 9 25% responded with a 8 25% responded with a 7 What is the NPS?

50.0

What type of chart do we use in stated improvement analysis that combines 3 different types of data, which include performance ratios, attribute importance scores, and valid percents of stated improvements? (write in the type of graph)

Bubble chart

If a customer gives a 6 on the NPS question, then we would consider them in what loyalty group? (please the name of that group)

Detractor

Below, is the NPS question worded correctly? How likely is it that you would recommend Hungry Howies to a friend or colleague? The scale is: Not at all likely to extremely likely, using a 10 point scale (1-10)

False

For attribute importance, we ask customers survey questions on how important different attributes are, typically on a 1 to 10 scale, where 1 is Not Important and 10 is Very Important.

False

For the stated improvement scale for each attribute, 1 means "no improvement needed" where 2 means "minor improvement needed" and 3 means "major improvement needed"

False

If the sample does NOT look like the population, then we would proceed to doing the rest of the analysis.

False

RWA is not included in SPSS. Instead, researchers can access RWA from a website (RWA-Web). When uploading our database, we always upload a SPSS file to RWA-Web. Then, we need to specify our dependent variable, which is usually the NPS variable. The attributes are entered as our independent variables. The output provides both raw and rescaled importance scores.

False

We normally conduct inferred importance analysis with multiple regression or correlation analysis.

False

When analyzing the sample statistics, at the end of the analysis and presentation we always want to ask ourselves one important question: Who is the sample?

False

When running CX improvement analysis, we have two analyses that we run. One of these analyses is called Performance-Importance analysis, and this is where we use attribute importance scores from multiple regression and attribute performance ratios from descriptive statistics using attribute mean scores. Both of these are from the previous CX analyses, and we combine these results into a single graph. The graph is a scatter plot graph. The other CX improvement analysis that we run is called stated improvement analysis, and this is where we directly ask customers, should we improve and then what attribute should we improve.

False

According to Performance-Importance analysis, a major strength would be... Select an answer and submit. For keyboard navigation, use the up/down arrow keys to select an answer. a High Importance / Low Performance b High Importance / High Performance c Low Importance / High Performance d Low Importance / Low Performance e None of the above

High Importance / High Performance

According to Performance-Importance analysis, generally we recommend improving which attribute? Select an answer and submit. For keyboard navigation, use the up/down arrow keys to select an answer. a High Importance / Low Performance b High Importance / High Performance c Low Importance / High Performance d Low Importance / Low Performance e None of the above

High Importance / Low Performance

According to Performance-Importance analysis, a minor weakness would be... a High Importance / Low Performance b High Importance / High Performance c Low Importance / High Performance d Low Importance / Low Performance e None of the above

Low Importance / Low Performance

For stated improvement analysis, we generally graph what type of results in a Radar chart? a Means b Frequencies c Valid Percents d None of the above

None of the Above

If a customer gives a 9 on the NPS question, then we would consider them in what loyalty group? (please the name of that group)

Promoter

When we conduct inferred improvement analysis, we typically use results from attribute performance ratios and attribute importance scores from RWA. We combine these results into 2 different graph, which are a scatterplot and combo graph.

True

If the performance ratio is 1.04 or above, then we would have a ______________.

significant advantage

If the performance ratio is .96 or below, then we would have a ______________.

significant disadvantage