Managing for Quality and Performance Excellence 9th Edition by James Evans,William Lindsay

Exercise 25

Ramsey's Rapid Reservations (RRR.com) takes and processes reservations on land, sea, air, and even space travel and prides itself in being a "one-stop" service for adventure travel. Data in spreadsheet C03Data.xlsx on the Student Companion Site shows results from 200 customers who were sampled during one representative week. Count the number of responses at each level (10 through 1) and determine the number and percentage of customers at the promoter, passive, and detractor levels. Then calculate net promoter score (NPS). Is it at a high, medium, or low level? What should Ramsey do, considering that this is a typical week's score?