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Customer Feedback and Satisfaction Measurement Flashcards

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

Read the first 7 Customer Feedback and Satisfaction Measurement flashcards as text

  1. What is a 'closed-loop feedback' process in customer service?

    Answer: Following up with customers after receiving their feedback to resolve outstanding issues

    Closed-loop feedback means following up with customers—especially detractors—to address their concerns and demonstrate that their input was acted upon.

  2. Which metric measures the percentage of customers who stop using a company's service over a given time period?

    Answer: Customer Churn Rate

    Customer Churn Rate tracks the percentage of customers who discontinue their relationship with a business over a specific period.

  3. What does First Contact Resolution (FCR) measure in a customer service environment?

    Answer: The percentage of issues resolved during the customer's initial interaction

    FCR measures whether customer issues are resolved during their first contact, eliminating the need for costly follow-up interactions.

  4. Which of the following is a qualitative method of gathering customer feedback?

    Answer: Focus group discussions

    Focus group discussions are qualitative because they capture detailed opinions and insights through conversation rather than through numerical scales.

  5. A CSAT score of 85% means that:

    Answer: 85% of customers rated their satisfaction as positive

    A CSAT score of 85% indicates that 85% of surveyed customers rated their experience as satisfactory or better.

  6. Why is it important to segment customer feedback by customer type or product line?

    Answer: To identify specific patterns and target improvements more precisely

    Segmenting feedback allows companies to uncover trends specific to particular customer groups or products, enabling more targeted and effective service improvements.

  7. What is 'sentiment analysis' in the context of customer feedback?

    Answer: A process to determine if customer feedback is positive, negative, or neutral

    Sentiment analysis uses language-processing techniques to categorize customer feedback as positive, negative, or neutral, helping identify overall customer mood.