Customer Feedback & Voice of Customer Flashcards
7 cards from real CPCS 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 & Voice of Customer flashcards as text
What does the Customer Effort Score (CES) measure?
Answer: How easy it was for the customer to get their issue resolved
CES measures the ease of the customer's experience by asking how much effort they had to put in to resolve their issue, with low effort correlating to higher loyalty.
Which of the following is a CLOSED-LOOP feedback process?
Answer: Contacting dissatisfied customers directly to resolve their issue after receiving negative feedback
Closing the loop means acting on individual feedback by following up with dissatisfied customers to address their specific concerns and recover the relationship.
A company uses journey mapping as part of its VoC program. What is the MAIN benefit of mapping the customer journey?
Answer: It visualizes the end-to-end customer experience to identify pain points and moments of truth
Customer journey mapping visualizes every touchpoint the customer encounters, helping organizations identify friction points and prioritize improvements.
Which feedback approach is MOST useful for exploring the 'why' behind low satisfaction scores?
Answer: Structured focus groups or in-depth interviews
Focus groups and in-depth interviews allow facilitators to probe deeper into the reasons behind dissatisfaction, revealing root causes that closed-ended surveys cannot capture.
Social listening as a VoC method involves monitoring:
Answer: What customers say about the brand organically on social media and online forums
Social listening tracks brand mentions, comments, and discussions across social platforms and forums to gather unsolicited, candid customer opinions.
When benchmarking NPS results, what is the MOST meaningful comparison a company should make?
Answer: Comparing their NPS only to direct competitors within the same industry
Industry-specific benchmarks are most meaningful because NPS norms vary significantly by sector; comparing to direct competitors provides a relevant performance context.
Which action BEST demonstrates that an organization is effectively using VoC data?
Answer: Embedding customer feedback insights into product development and service design decisions
Effective VoC use means customer feedback directly influences strategic decisions like product development and service design, driving systematic improvements.