With Reference to the "Net Promoter" Customer Loyalty Metric,the "Net

question 64

Multiple Choice

With reference to the "Net Promoter" customer loyalty metric,the "Net promoter score" is calculated by:

• A)subtracting the percentage of passively satisfied customers from the percentage of promoters.
• B)subtracting the percentage of detractors from the percentage of passively satisfied customers and then adding it to the percentage of promoters.
• C)subtracting the percentage of detractors from the percentage of passively satisfied customers.
• D)subtracting the percentage of detractors from the percentage of promoters.

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Definitions:

Machine-Hours

A measure of production time that indicates the total hours a machine is in operation during a specific period.

Forming Department

A segment within a manufacturing facility where raw materials are shaped and formed into products.

Assembly Department

A segment of a manufacturing site dedicated to constructing end products from various components.

Predetermined Overhead Rate

A rate calculated before a period begins, used to allocate manufacturing overhead costs to products based on a certain activity base, such as labor hours or machine hours.