Customer Satisfaction Flashcards
7 cards from real CQIA 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 Satisfaction flashcards as text
When mapping the Voice of the Customer (VOC), which tool is most commonly used to translate customer needs into technical requirements?
Answer: Quality Function Deployment (QFD) / House of Quality
QFD, particularly the House of Quality matrix, systematically converts VOC inputs into measurable engineering or process specifications.
A company finds that customers who contact support multiple times for the same issue are far less satisfied. This insight most directly supports reducing:
Answer: Repeat contacts / failure demand
Repeat contacts represent failure demand — work generated by not resolving issues correctly the first time — which is a primary driver of dissatisfaction.
Which action best closes the loop with a customer after a complaint has been resolved?
Answer: Following up to confirm the solution met the customer's expectations
Closing the loop means verifying with the customer that the resolution was satisfactory, ensuring the gap between expectation and reality is fully closed.
An internal audit reveals that customer feedback is collected but rarely reviewed by process owners. This represents a failure in which phase of the improvement cycle?
Answer: Check
The 'Check' phase requires analyzing collected data; failing to review feedback means the organization skips verification of performance against goals.
Stratifying customer satisfaction data by product line, region, and customer segment is most useful for:
Answer: Identifying which specific groups are most dissatisfied
Stratification reveals variation hidden in aggregate data, pointing to specific subgroups or processes needing targeted improvement.
A service firm's customer satisfaction scores drop after a process change intended to cut costs. The BEST next step is to:
Answer: Conduct root-cause analysis linking the change to the score decline
Root-cause analysis connects the process change to the outcome change, enabling an informed decision about whether to modify, revert, or add safeguards.
Which of the following is an example of an 'implied' customer requirement?
Answer: A customer expects a restaurant meal to be free of foreign objects
Implied requirements are unstated but assumed — customers do not explicitly request food safety because they take it for granted.