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Voice of the Customer & Feedback Management Flashcards

7 cards from real CCSP practice questions. Tap to flip, then mark Knew It or Still Learning — missed cards come back until you master them.

Read the first 7 Voice of the Customer & Feedback Management flashcards as text

  1. What does Customer Effort Score (CES) primarily measure?

    Answer: How easy it was for a customer to resolve their issue or complete a task

    CES measures the level of effort customers had to exert to get their issue resolved or task completed, with lower effort correlating strongly to higher loyalty.

  2. What is a 'closed-loop feedback' process in VoC programs?

    Answer: Following up with customers after receiving feedback to acknowledge it and communicate actions taken

    Closed-loop feedback ensures customers who provided feedback receive a follow-up response, demonstrating that their input was valued and acted upon.

  3. If a company's NPS survey shows 50% Promoters, 20% Passives, and 30% Detractors, what is the NPS score?

    Answer: 20

    NPS is calculated as % Promoters minus % Detractors: 50% − 30% = 20; Passives are excluded from the calculation.

  4. In VoC programs, 'survey fatigue' refers to:

    Answer: Customer reluctance to complete surveys due to excessive frequency or length

    Survey fatigue occurs when customers are asked for feedback too often or surveys are too long, leading to lower response rates and less reliable data.

  5. Which method best captures real-time customer sentiment during an active service interaction?

    Answer: Real-time sentiment analysis of live chat transcripts

    Real-time sentiment analysis of live chat transcripts allows supervisors to monitor customer emotion and intervene in interactions before they deteriorate.

  6. What is the key difference between a transactional survey and a relational survey?

    Answer: Transactional surveys are triggered by a specific interaction; relational surveys assess the overall relationship periodically

    Transactional surveys capture feedback about a specific touchpoint or event, while relational surveys assess the overall customer relationship at regular intervals regardless of recent interactions.

  7. Root cause analysis of customer feedback primarily helps organizations to:

    Answer: Identify and address the underlying causes of customer dissatisfaction rather than surface symptoms

    Root cause analysis digs beneath surface-level complaints to identify systemic issues, enabling organizations to make lasting improvements rather than fixing individual incidents.