C.A.R.E.
Net Promoter Score (NPS)
Proactive Care
Metrics
HP Trivia
100
C.A.R.E. stands for
What is Confidence/Accountability/Results & Responsiveness/Enthusiasm & Embrace?
100
9's and 10's
What are promoters?
100
With Proactive Care, this resource will review the customer's personalized reports and recommendations giving the customer an opportunity to ask questions to better understand what updates and changes are necessary to prevent outages
Who is Technical Account Manager (TAM)
100
The report that measures the time cases stay open
What is the Case Age Report?
100
HP was founded in this type of structure
What is a garage?
200
In Silver's presentation, he referenced a great attitude
What is fruit on the ground?
200
The Net Promoter Score Question
What is "How likely are you to recommend HP to a friend or colleague?"
200
This team incident management for reactive incidents with the Proactive Care entitlement
Who is Event Monitoring Team
200
The metric that measures how fast on average calls are answered
What is ASA (Average Speed of Answer)?
200
The film that used one of HP's first products, audio oscillator
What is Fantasia?
300
Keeping the Customer Informed, providing TCE and a sense of urgency are in this section of the CARE training
What is Responsiveness & Results?
300
0 through 6
What are detractors?
300
The response times of the Proactive Care Entitlement
What is HP Next Business Day Proactive Care Service(NBD), HP 4-Hour 24x7 Proactive Care Service (4-hour), HP 6 Hour- Hour Call-to-Repair Proactive Care Service (6 CTR)
300
Metric that measures the use of CSR when recommending CSR-A parts on warranty entitled cases
What is CSR MOP Mandatory?
300
The number of computers sold every second of every minute of every day
What is 2 (two)?
400
"The customer needs to be the at the center of everything we do" was stated by
Who is Meg Whitman?
400
The amount of questions asked to determine the Net Promoter Score
What is one?
400
Under the Proactive Care entitlement, this/these deliverables are a part of Problem Prevention Service Features a. Firmware and Software b. Proactive Scan Report and recommendations c. Incident Reporting d. Report distribution and review e. All of the above
What is e. all of the above?
400
The score that measures whether a customer would recommend HP to someone else
What is Net Promoter Score (NPS)?
400
The method that decided Hewlett would come before Packard in naming HP
What is a coin toss?
500
Chevrolet Suburban
What is the rental car James Cooper on his California vacation?
500
Fred Reiccheld
Who is the creator of Net Promoter Score?
500
With the Proactive Care entitlement, HP reviews the products under the Proactive Care contract to verify that they are at recommended revision levels this many times a year
What is Two (2)?
500
The metric measures whether Remote Resolve cases were resolved in the appropriate amount of time
What is RRRTM (Remote Resolve Response Time Met)?
500
The Stanford University Professor who was influential in Bill and Dave's vision of establishing a technological company
Who is Fred Terman?
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