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Listening Quiz: Phân Tích Dữ Liệu NPS Để Hiểu Trải Nghiệm Thương Hiệu – Easy Level
Th5 4, 2025
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bởi
Anna Phạm
trong
Tiếng Anh dành cho Quản lý thương hiệu (English for Brand Manager)
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1.
What is the main topic of the conversation?
How to train employees to answer phone calls
How NPS data reveals customer feelings about brand experience
How Mark plans to redesign the company logo
Why Olivia is unhappy with the customer comments
Explanation:
The conversation focuses on Mark analyzing NPS data, identifying themes in customer comments, and using those themes to understand brand experience.
2.
What is the most common theme in the customer comments?
Friendly staff
Low prices
Fast service
Easy returns
Explanation:
Mark says that many customers talk about fast service, and Olivia identifies it as the most common theme.
3.
What negative theme did Mark find in the comments?
Confusing product labels
Slow delivery
Rude support agents
Poor website design
Explanation:
Mark says that some customers mention slow delivery as a problem.
4.
What can be inferred about fast service from the conversation?
It has little effect on customer opinions
It increases positive sentiment a lot
It causes customers to complain more
It is the only issue in the data
Explanation:
Mark directly says that fast service increases positive sentiment a lot, so it is positively affecting customer feelings.
5.
How does Mark suggest improving the brand experience?
By adding more advertising
By lowering prices
By changing the product packaging
By focusing on faster delivery times
Explanation:
Mark says they should focus on faster delivery times to improve the brand experience.
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