Question 1
Use of the Net Promoter Score:
◦ applies 5-point true-false scales.
◦ offers little useful information unless accompanied by interview data.
◦ is not widely used, although has great potential.
◦ identifies the proportion of promoters and detractors.
Question 2
Explorer groups:
◦ go to other businesses to see how they do things.
◦ can be fun for employees.
◦ utilize observational research.
◦ All of the above.