CPCS Customer Feedback & Voice of Customer 2

Question 1

What does the Customer Effort Score (CES) measure?

Accepted Answer

How easy it was for the customer to get their issue resolved

Answer

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.

Question 2

Which of the following is a CLOSED-LOOP feedback process?

Accepted Answer

Contacting dissatisfied customers directly to resolve their issue after receiving negative feedback

Answer

Closing the loop means acting on individual feedback by following up with dissatisfied customers to address their specific concerns and recover the relationship.

Question 3

A company uses journey mapping as part of its VoC program. What is the MAIN benefit of mapping the customer journey?

Accepted Answer

It visualizes the end-to-end customer experience to identify pain points and moments of truth

Answer

Customer journey mapping visualizes every touchpoint the customer encounters, helping organizations identify friction points and prioritize improvements.

Question 4

Which feedback approach is MOST useful for exploring the 'why' behind low satisfaction scores?

Accepted Answer

Structured focus groups or in-depth interviews

Answer

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.

Question 5

Social listening as a VoC method involves monitoring:

Accepted Answer

What customers say about the brand organically on social media and online forums

Answer

Social listening tracks brand mentions, comments, and discussions across social platforms and forums to gather unsolicited, candid customer opinions.

CPCS - Certified Professional in Customer Service Practice Test

CPCS - Certified Professional in Customer Service Practice Test

CPCS Customer Feedback & Voice of Customer 2