CCRS Data Analysis & Customer Feedback 2

Question 1

Which metric measures the percentage of customers who stop using a product or service within a given period?

Accepted Answer

Churn rate

Answer

Churn rate quantifies the proportion of customers lost over a specific timeframe, making it a core retention KPI.

Question 2

A cohort analysis in customer retention groups customers by:

Accepted Answer

A shared characteristic or acquisition date

Answer

Cohort analysis segments customers who share a common attribute—often acquisition period—to track behavior over time.

Question 3

When analyzing open-ended survey responses at scale, which technique is most efficient for identifying recurring themes?

Accepted Answer

Text mining and sentiment analysis

Answer

Text mining and sentiment analysis use NLP to categorize and quantify themes across large volumes of qualitative feedback.

Question 4

A Customer Satisfaction Score (CSAT) of 72% is calculated from 1,000 responses. How many customers gave a satisfied rating?

Accepted Answer

720

Answer

72% of 1,000 respondents equals 720 customers who indicated satisfaction.

Question 5

Which type of data is most useful for predicting future churn before it happens?

Accepted Answer

Predictive behavioral and engagement data

Answer

Predictive analytics uses behavioral signals—like declining logins or reduced purchases—to flag customers at risk before they churn.

(CCRS) Certified Customer Retention Specialist Practice Test