NPS
What does NPS stands for?
Net Promoter Score
According to our qualitative research, which is the Cemex Go Service that customers find more useful?
Service 3, track
How many R4NR courses are there?
2 and the third one is about to be released
How many categories are there in the Superior Customer Experience Awards?
6
Name the two team members whose names start with
Anais-Andrea
What does NPS measure?
Loyalty
There are 5 different surveys embedded in Cemex Go. Name 3 of them.
CSAT, Delivery Experience, Ordering Experience, Thumbs up/down, Evergreen feedback
Without counting the Customer Insights Team, what percentage of the Commercial area has completed the R4NR courses?
Explain what is the One Cemex Commercial Model?
A framework in which we consolidated practices that already exited in Cemex to organize the multiple internal efforts that allow us to continue delivering a Superior Customer Experience
Melany and Diana have this in common
Both still studying / both are interns
On the NPS scale, what scores indicate that a customer is a detractor?
0-6
What is the service that receives more feedback from the surveys embedded in Cemex Go?
Service 4, Invoices & Payments
What are the steps of our User Research Framework?
Define, Plan, Prepare, Execute, Analyze, Share, Monitor
Name the 9 moments of truth of the customer journey in the right order
discover – consider – decide – coordinate – purchase – use – pay – renew – leave/retain
How many languages between all the team members do we speak?
Spanish, English, French
What is the name of Cemex official tool used to gather feedback from our Customers?
Qualtrics
During 2024, what has been the region with the Cemex Go highest Customer Satisfaction or CSAT?
SCAC
If you want to understand the experience a customer has and the activities involved in the operations, through different channels when making an order, we are talking about User Experience or Service Design?
Service Design
Which two main Customer Centricity KPIs are not reported in the quarterly Customer Centricity Report?
Cemex Go Adoption & Vertua Sales
Name the team members who have children aged 4 years or younger
Lili, Anais, Ernesto
How is the NPS calculated
NPS is calculated by subtracting the percentage of Detractors from the percentage of Promoters. NPS=%Promoters−%Detractors
In how many countries do we have Genesys Triggered surveys?
4, USA, MX, UK & PL
What technique is used to develop research questions? It starts with broad questions to learn about unanticipated insights before introducing specific ones
Funnel technique
Name 3 of the 7 customer centricity attributes
Be reliable, be innovative, be professional, be my partner, be easy to do business with, show me that you know me, keep me informed
Rank the team members from the one who has been with the company the longest to the one who has joined most recently
Anais - Ernesto - Lili - Andrea - Vero - Mel - Karen – Diana