CQIA Customer Satisfaction 2

Question 1

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

Accepted Answer

Net Promoter Score (NPS)

Answer

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

Question 2

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

Accepted Answer

A gap between perceived and expected quality

Answer

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

Question 3

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

Accepted Answer

Basic (Must-be) needs

Answer

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

Question 4

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

Accepted Answer

Systematic complaint analysis for continual improvement

Answer

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

Question 5

Which of the following best defines 'customer delight'?

Accepted Answer

Exceeding customer expectations in an unexpected way

Answer

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

(CQIA) ASQ Certified Quality Improvement Associate Practice Test