Test your knowledge around Barclays Customer Experience and establish whether you are a Promoter, Passive or Detractor

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| By CustomerNPS

CustomerNPS

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Quizzes Created: 1 | Total Attempts: 132

Questions: 10 | Attempts: 132 | Updated: May 10, 2024

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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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Current Version
May 10, 2024

Quiz Edited by
ProProfs Editorial Team
May 18, 2014

Quiz Created by
CustomerNPS

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

What does NPS stand for?

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

What is Barclays UK RBB target for NPS by 2018?

What is the Barclays NPS for March 2014?

Who in the banking industry currently has the highest NPS?

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

What is the range of score a Promoter would give?

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

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

What does D&I Payment stand for?