Customer Satisfaction Flashcards

Which metric directly measures the likelihood of a customer recommending a product or service to others?

Answer: Net Promoter Score (NPS)

Net Promoter Score (NPS) measures customer loyalty by asking how likely they are to recommend the company on a 0–10 scale.

A customer complains that a product failed to meet the stated specifications. This is an example of:

Answer: A gap between perceived and expected quality

Customer dissatisfaction arises from a gap between what was expected (specifications) and what was perceived (actual performance).

In the Kano Model, which category describes features that customers expect as basic and whose absence causes strong dissatisfaction?

Answer: Basic (Must-be) needs

Basic needs are threshold requirements; their absence causes dissatisfaction, but their presence does not increase satisfaction.

An organization reviews customer complaint data monthly to identify recurring issues. This practice is best described as:

Answer: Systematic complaint analysis for continual improvement

Systematically analyzing complaint trends is a proactive improvement practice that drives root-cause elimination.

Which of the following best defines 'customer delight'?

Answer: Exceeding customer expectations in an unexpected way

Customer delight occurs when performance surpasses expectations in a way the customer did not anticipate, creating positive surprise.

A team uses a Pareto chart on customer complaint categories. The primary purpose is to:

Answer: Identify the vital few categories causing most dissatisfaction

A Pareto chart applies the 80/20 rule to focus improvement efforts on the categories responsible for the majority of complaints.

Which survey design practice most reduces bias in customer satisfaction questionnaires?

Answer: Using neutral, balanced language and a clear rating scale

Neutral language and consistent scales prevent response bias and yield more accurate measures of true customer sentiment.