CPCS Customer Feedback & Voice of Customer 3

Question 1

Which bias occurs when survey respondents tend to choose the most positive response option, skewing results upward?

Accepted Answer

Social desirability bias

Answer

Social desirability bias causes respondents to choose answers they believe are socially acceptable or pleasing, rather than their true opinion, inflating satisfaction scores.

Question 2

A feedback program collects data from only customers who contact support. What population bias does this introduce?

Accepted Answer

Selection bias

Answer

Selection bias occurs because feedback only from customers who contacted support excludes the experiences of customers who had issues but never reached out, skewing the results.

Question 3

What is the recommended best practice when sharing VoC findings with frontline agents?

Accepted Answer

Provide aggregate trends and specific examples in a format that is actionable and non-punitive

Answer

Presenting aggregated trends with actionable examples in a non-punitive way motivates agents and helps them understand how their behavior affects customer experience.

Question 4

Which governance practice ensures that VoC insights are consistently acted upon across an organization?

Accepted Answer

Establishing a cross-functional CX council with defined ownership of feedback topics

Answer

A cross-functional CX council with clear ownership ensures insights are reviewed, prioritized, and actioned by the right teams across the organization on a regular basis.

Question 5

A CSAT survey asks: 'How satisfied were you with your service today?' on a 1–5 scale. The CSAT score is typically calculated as:

Accepted Answer

The percentage of respondents who selected 4 or 5 out of total respondents

Answer

CSAT is typically reported as the percentage of satisfied customers (those rating 4 or 5 on a 5-point scale) divided by total responses, expressed as a percentage.

CPCS - Certified Professional in Customer Service Practice Test

CPCS - Certified Professional in Customer Service Practice Test

CPCS Customer Feedback & Voice of Customer 3