Practice Test GeeksCES - Certified Ecommerce Specialist Practice Test
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Customer Experience & Retention Flashcards

7 cards from real CES 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 Experience & Retention flashcards as text

  1. An online store's repeat purchase rate is 18%, but its Net Promoter Score is 62. What is the most likely conclusion?

    Answer: Customers like the brand but lack a reason or prompt to return

    High advocacy with low repurchase usually signals a missing retention trigger, such as replenishment reminders or loyalty incentives, rather than dissatisfaction.

  2. Which formula correctly calculates customer retention rate for a period?

    Answer: ((Customers at end − New customers acquired) ÷ Customers at start) × 100

    Retention rate removes newly acquired customers from the ending count and divides by the starting count.

  3. A shopper adds items to the cart, reaches the shipping page, and leaves. Which tactic most directly addresses this specific drop-off point?

    Answer: Showing shipping costs and delivery dates earlier in the journey

    Unexpected shipping costs are a leading cause of checkout abandonment, so revealing them earlier reduces surprise exits.

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

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

    Customer Effort Score asks how easy an interaction was, since low effort strongly predicts loyalty.

  5. An ecommerce brand wants to reduce 'where is my order' (WISMO) support tickets. What is the most effective proactive step?

    Answer: Send automated shipment tracking updates at key delivery milestones

    Proactive tracking notifications answer the question before customers need to contact support.

  6. Which loyalty program structure is designed to motivate customers to spend more to reach a higher status level?

    Answer: Tiered loyalty program

    Tiered programs unlock better benefits at higher spend thresholds, encouraging customers to climb levels.

  7. A customer leaves a public 1-star review about a late delivery. What is the best-practice response?

    Answer: Respond promptly and publicly with an apology and an offer to resolve it privately

    A prompt, empathetic public reply shows prospective buyers the brand takes ownership and resolves problems.

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