Customer Feedback and Satisfaction Measurement Flashcards

What does Net Promoter Score (NPS) primarily measure?

Answer: Customer loyalty and likelihood to recommend

NPS measures customer loyalty by asking how likely customers are to recommend the company on a 0–10 scale.

Which survey method is typically deployed immediately after a service interaction to capture fresh feedback?

Answer: Customer Satisfaction (CSAT) survey

CSAT surveys are deployed right after an interaction to measure the customer's satisfaction while the experience is still fresh.

What does Customer Effort Score (CES) primarily measure?

Answer: How easy it is for customers to resolve their issues

CES measures the level of effort a customer must exert to get their issue resolved, with lower effort correlating to higher loyalty.

In customer feedback analysis, what is a 'verbatim response'?

Answer: A customer's exact words in an open-ended survey question

Verbatim responses are the customer's exact words in open-ended questions, providing qualitative insight beyond numerical scores.

What is the primary purpose of a Voice of the Customer (VoC) program?

Answer: To systematically collect and act on customer insights and expectations

VoC programs systematically capture customer expectations, preferences, and pain points to drive meaningful improvements in products and services.

In the Net Promoter Score system, which category includes customers who score 7 or 8 on the recommendation scale?

Answer: Passives

Customers scoring 7–8 are classified as 'Passives' — satisfied but not enthusiastic enough to actively promote or detract from the company.

How is the Net Promoter Score (NPS) calculated?

Answer: By subtracting the percentage of Detractors from the percentage of Promoters

NPS equals the percentage of Promoters minus the percentage of Detractors; Passives are excluded from the calculation entirely.