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

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.

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

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

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

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

Question 4

In VoC programs, 'survey fatigue' refers to:

Accepted Answer

Customer reluctance to complete surveys due to excessive frequency or length

Answer

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.

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

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

CCSP - Certified Customer Service Professional Practice Test

CCSP - Certified Customer Service Professional Practice Test

CCSP Voice of the Customer & Feedback Management 2