CCSP Voice of the Customer & Feedback Management 2

Question 1

What does Customer Effort Score (CES) primarily measure?

Accepted Answer

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

Answer

How satisfied a customer is with the company overall

Answer

How likely a customer is to make a repeat purchase

Answer

How many contacts it took to resolve a customer's issue

Question 2

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

Accepted Answer

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

Answer

Restricting feedback collection to only internal employees

Answer

Using automated chatbots to respond to all incoming feedback

Answer

Closing survey forms after reaching a predetermined response quota

Question 3

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

Accepted Answer

20

Answer

80

Answer

50

Answer

70

Question 4

In VoC programs, 'survey fatigue' refers to:

Accepted Answer

Customer reluctance to complete surveys due to excessive frequency or length

Answer

Survey software slowing down due to high submission volume

Answer

Analysts becoming overwhelmed by the volume of data to process

Answer

Survey questions becoming outdated and irrelevant over time

Question 5

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

Accepted Answer

Real-time sentiment analysis of live chat transcripts

Answer

Annual relationship survey distributed by email

Answer

Post-call IVR survey completed after the call ends

Answer

Quarterly NPS survey sent to the full customer base

Question 6

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

Accepted Answer

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

Answer

Transactional surveys measure loyalty while relational surveys measure satisfaction

Answer

Transactional surveys always use NPS while relational surveys always use CSAT

Answer

Transactional surveys are longer and more detailed than relational surveys

Question 7

Root cause analysis of customer feedback primarily helps organizations to:

Accepted Answer

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

Answer

Increase survey response rates across customer segments

Answer

Rank customer complaints by severity for prioritization queues

Answer

Determine which individual customers to prioritize for personal follow-up