CPCS Customer Feedback & Voice of Customer

Question 1

Which metric directly measures a customer's likelihood to recommend a company to others?

Accepted Answer

Net Promoter Score (NPS)

Answer

Net Promoter Score (NPS) asks customers how likely they are to recommend the company on a 0–10 scale, making it the primary measure of referral intent.

Question 2

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

Accepted Answer

To capture customers' expectations, preferences, and aversions to improve CX

Answer

A VoC program systematically captures customer expectations, preferences, and pain points so the organization can align products and services accordingly.

Question 3

A customer survey achieves a 3% response rate. Which technique is MOST likely to increase response rates?

Accepted Answer

Shortening the survey and offering a small incentive

Answer

Shorter surveys reduce respondent burden and incentives increase motivation, both of which are proven methods to boost response rates.

Question 4

Which type of customer feedback is collected without directly asking the customer a question?

Accepted Answer

Unsolicited feedback

Answer

Unsolicited feedback is volunteered by customers on their own initiative—such as online reviews or social media posts—without the company requesting it.

Question 5

When analyzing open-ended survey responses, which method is BEST for identifying recurring themes across thousands of comments?

Accepted Answer

Sentiment analysis and text analytics software

Answer

Sentiment analysis and text analytics software can process large volumes of qualitative data to identify patterns, themes, and sentiment at scale.

CPCS - Certified Professional in Customer Service Practice Test

CPCS - Certified Professional in Customer Service Practice Test

CPCS Customer Feedback & Voice of Customer