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
A hospital measures patient satisfaction scores quarterly. Which additional data source would most strengthen its understanding of patient experience?
Answer: Unsolicited complaint and compliment records
Unsolicited feedback captures unprompted sentiments that formal surveys may miss, providing a richer and less biased view of patient experience.
A quality team wants to determine whether a new service feature has significantly improved satisfaction scores. The most appropriate statistical method is:
Answer: A hypothesis test comparing pre- and post-implementation scores
A hypothesis test (e.g., t-test) determines whether the observed improvement in scores is statistically significant or due to chance.
In quality management, 'customer loyalty' is best characterized by:
Answer: Repeat purchases and positive referrals over time
Loyalty reflects sustained relationship behavior — ongoing purchases and advocacy — rather than a snapshot of a single satisfactory transaction.
Which of the following statements about customer expectations is most accurate?
Answer: Expectations are shaped by past experiences, word-of-mouth, and marketing
Expectations are dynamic and influenced by multiple external and experiential factors, making continuous monitoring essential.
An organization uses focus groups as part of its VOC process. What is the primary advantage of focus groups over mail surveys?
Answer: The ability to probe deeper into the reasons behind customer opinions
Focus groups allow facilitators to ask follow-up questions and explore context, uncovering nuanced insights that structured surveys cannot capture.
A team discovers that customers rate delivery speed as very important but the company scores poorly on it. On an importance-performance matrix, this finding falls in the:
Answer: Concentrate here (improve) quadrant
High importance combined with low performance signals a critical gap requiring immediate improvement investment.
Which behavior by frontline employees most directly impacts customer satisfaction at the moment of service delivery?
Answer: Demonstrating empathy and resolving issues effectively in real time
Empathy and effective real-time problem resolution are key drivers of service satisfaction during the 'moment of truth.'