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

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CustomerNPS
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Quizzes Created: 1 | Total Attempts: 129
Questions: 10 | Attempts: 130

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Questions and Answers
  • 1. 

    What does NPS stand for?

    • A.

      Net Promoter Score

    • B.

      Net Passive Score

    • C.

      Net Passive Survey

    • D.

      Net Promoter Survey

    Correct Answer
    A. Net Promoter Score
    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.

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  • 2. 

    Barclays NPS drivers consist of Customer Experience, Value & Image. True or False?

    • A.

      True

    • B.

      False

    Correct Answer
    A. True
    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.

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  • 3. 

    What is Barclays UK RBB target for NPS by 2018?

    • A.

      +50

    • B.

      +40

    • C.

      +35

    • D.

      +45

    Correct Answer
    B. +40
    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.

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  • 4. 

    What is the Barclays NPS for March 2014?

    • A.

      +3

    • B.

      -3

    • C.

      +5

    • D.

      -5

    Correct Answer
    A. +3
    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.

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  • 5. 

    Who in the banking industry currently has the highest NPS?

    • A.

      NatWest

    • B.

      Nationwide

    • C.

      Lloyds

    • D.

      First Direct

    Correct Answer
    D. First Direct
    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.

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  • 6. 

    -1000 is the lowest NPS possible. True or False?

    • A.

      True

    • B.

      False

    Correct Answer
    B. False
    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.

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  • 7. 

    What is the range of score a Promoter would give?

    • A.

      8 - 10

    • B.

      9 - 10

    • C.

      7 - 10

    • D.

      Just 10

    Correct Answer
    B. 9 - 10
    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.

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  • 8. 

    What is the key driver of Transactional NPS (TNPS)?

    • A.

      Image

    • B.

      Value

    • C.

      Communication

    • D.

      Customer Experience

    Correct Answer
    D. Customer Experience
    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.

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  • 9. 

    How much does the Financial Ombudsman charge Barclays per complaint referral not including additional compensation?

    • A.

      £550

    • B.

      £600

    • C.

      £500

    • D.

      £750

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

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  • 10. 

    What does D&I Payment stand for?

    • A.

      Disempower & Irritate Payment

    • B.

      Disengage & Irritate Payment

    • C.

      Distress & Inconvenience Payment

    • D.

      Direct & Intentional Payment

    Correct Answer
    C. Distress & Inconvenience Payment
    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.

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Our quizzes are rigorously reviewed, monitored and continuously updated by our expert board to maintain accuracy, relevance, and timeliness.

  • Current Version
  • Mar 20, 2023
    Quiz Edited by
    ProProfs Editorial Team
  • May 18, 2014
    Quiz Created by
    CustomerNPS
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