CCSP CCSP Customer Loyalty & Retention 1

Question 1

Which metric directly measures a customer's likelihood to recommend a company to others?

Accepted Answer

Net Promoter Score (NPS)

Answer

Customer Effort Score (CES)

Answer

Average Handle Time (AHT)

Answer

First Contact Resolution (FCR)

Question 2

A customer who purchases repeatedly, refers others, and resists competitor offers is best described as which type of customer?

Accepted Answer

Loyal customer

Answer

Satisfied customer

Answer

Retained customer

Answer

Casual customer

Question 3

What is the primary purpose of a customer loyalty program in a service organization?

Accepted Answer

Incentivize repeat business and deepen emotional brand connection

Answer

Reduce staffing costs

Answer

Track customer complaints

Answer

Measure employee performance

Question 4

Which strategy is MOST effective for re-engaging a lapsed customer who has not interacted with the company in six months?

Accepted Answer

Sending a win-back offer with a personalized incentive

Answer

Removing them from the customer database

Answer

Increasing marketing email frequency immediately

Answer

Escalating their account to collections

Question 5

Customer churn rate is calculated as which of the following?

Accepted Answer

(Customers lost ÷ Customers at start of period) × 100

Answer

(New customers ÷ Total customers) × 100

Answer

(Revenue lost ÷ Total revenue) × 100

Answer

(Complaints resolved ÷ Total complaints) × 100

Question 6

Which concept describes the total revenue a business can expect from a single customer account throughout the entire relationship?

Accepted Answer

Customer Lifetime Value (CLV)

Answer

Customer Acquisition Cost (CAC)

Answer

Annual Recurring Revenue (ARR)

Answer

Customer Satisfaction Score (CSAT)