Test Your Knowledge Around Barclays Customer Experience And Establish Whether You Are A Promoter, Passive Or Detractor

Explanation
NPS stands for Net Promoter Score, which is a metric used to measure customer loyalty and satisfaction. It is calculated by subtracting the percentage of detractors (customers who are unhappy and unlikely to recommend a product or service) from the percentage of promoters (customers who are highly satisfied and likely to recommend). The NPS provides insights into customer sentiment and helps businesses identify areas for improvement.

Explanation
The statement is true because the NPS (Net Promoter Score) drivers for Barclays include Customer Experience, Value, and Image. These factors play a significant role in determining the overall satisfaction and loyalty of customers towards the Barclays brand. By focusing on these drivers, Barclays can enhance the customer experience, provide value-added services, and maintain a positive brand image, ultimately leading to higher NPS scores.

Explanation
Barclays UK RBB has set a target for NPS (Net Promoter Score) of +40 by 2018. NPS is a metric used to measure customer loyalty and satisfaction. A score of +40 indicates a high level of customer satisfaction and loyalty towards Barclays UK RBB. Achieving this target would signify that the bank has successfully met its goal of providing excellent customer service and meeting customer expectations.

Explanation
The Barclays NPS for March 2014 is +3. This indicates that the majority of customers had a positive experience with Barclays during that period. The NPS, or Net Promoter Score, is a measure of customer loyalty and satisfaction. A score of +3 suggests that there were more promoters (customers who are likely to recommend Barclays) than detractors (customers who are likely to discourage others from using Barclays) during that month.

Explanation
First Direct currently has the highest NPS in the banking industry. NPS stands for Net Promoter Score, which is a measure of customer loyalty and satisfaction. A high NPS indicates that a company has a large number of promoters who are highly satisfied and likely to recommend the company to others. Therefore, First Direct has the highest NPS among the given options, suggesting that it has a strong customer base and is performing well in terms of customer satisfaction and loyalty.

Explanation
The statement is false because -1000 is not the lowest NPS possible. The Net Promoter Score (NPS) ranges from -100 to +100, with -100 being the lowest possible score indicating extremely negative customer sentiment and +100 being the highest possible score indicating extremely positive customer sentiment. Therefore, -1000 is not a valid or possible NPS score.

Explanation
A Promoter would give a score ranging from 9 to 10. This suggests that a Promoter is highly likely to recommend or promote a product or service, as they have a very positive perception of it. This range indicates a high level of satisfaction and loyalty towards the product or service.

Explanation
The key driver of Transactional NPS (TNPS) is customer experience. TNPS measures the satisfaction level of customers after a specific transaction or interaction with a company. The customer's overall experience during this transaction plays a crucial role in determining their likelihood to recommend the company to others. A positive customer experience can lead to higher TNPS scores, indicating that customers are more likely to promote the company and its services.

Explanation
The Financial Ombudsman charges Barclays £550 per complaint referral. This amount does not include any additional compensation.

Explanation
D&I Payment stands for Distress & Inconvenience Payment. This refers to a form of compensation provided to individuals who have experienced distress and inconvenience due to a particular situation or event. It is a financial payment intended to acknowledge and compensate for the emotional and practical difficulties faced by the affected individuals.