Management uses a net promoter score.

Thenet promoter score (NPS)measurescustomer loyaltyby assessing the likelihood that customers will recommend a company’s products or services to others. In data-driven decision making, NPS is a widely used indicator of customer satisfaction and long-term growth potential.

Customers are typically asked how likely they are to recommend the organization on a numerical scale. Responses are categorized into promoters, passives, and detractors, and the score is calculated by subtracting the percentage of detractors from the percentage of promoters.

NPS does not directly measure financial outcomes, employee performance, or quality assurance metrics. Instead, it serves as a customer-focused indicator that reflects overall perception and loyalty.

Therefore, the correct answer isB.