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
Which of the following best distinguishes an 'internal customer' from an 'external customer'?
Answer: Internal customers are employees or departments receiving outputs from another part of the same organization
Internal customers are colleagues or departments that depend on the outputs of upstream processes within the same organization.
A company's customer satisfaction index (CSI) has improved, but market share is declining. The most likely explanation is that:
Answer: Competitors have improved satisfaction at a faster rate
Relative satisfaction compared to competitors determines customer choice; absolute improvements can be offset if rivals improve faster.
Which of the following is the BEST reason to align customer satisfaction metrics with business performance indicators?
Answer: To demonstrate that customer satisfaction drives financial and operational outcomes
Linking satisfaction data to revenue, retention, and operational KPIs builds a business case for quality investments and sustains leadership commitment.
A retailer notices a pattern where satisfaction scores drop significantly during the holiday season. The appropriate quality response is to:
Answer: Investigate and address the root causes of seasonal performance degradation
Recurring seasonal dips indicate systemic capacity or process issues that can be anticipated and corrected through planning and root-cause action.
When establishing a customer complaint handling process, which element is most critical to restoring customer trust after a failure?
Answer: Speed of acknowledgment and genuine resolution of the root cause
Prompt acknowledgment combined with genuine root-cause resolution demonstrates accountability and rebuilds confidence in the organization.
The concept of 'fitness for use,' as defined by Juran, means that a product or service:
Answer: Successfully meets the customer's intended purpose and expectations
Juran defined quality as fitness for use — the product must fulfill the purpose for which the customer intends to use it, not merely conform to specifications.
A quality team wants to benchmark its customer satisfaction performance. Which source provides the most objective external reference point?
Answer: Industry-wide customer satisfaction indices such as the ACSI
Industry indices like the American Customer Satisfaction Index (ACSI) provide standardized, cross-sector benchmarks for objective external comparison.