CQIA Customer Satisfaction 3

Question 1

When mapping the Voice of the Customer (VOC), which tool is most commonly used to translate customer needs into technical requirements?

Accepted Answer

Quality Function Deployment (QFD) / House of Quality

Answer

QFD, particularly the House of Quality matrix, systematically converts VOC inputs into measurable engineering or process specifications.

Question 2

A company finds that customers who contact support multiple times for the same issue are far less satisfied. This insight most directly supports reducing:

Accepted Answer

Repeat contacts / failure demand

Answer

Repeat contacts represent failure demand — work generated by not resolving issues correctly the first time — which is a primary driver of dissatisfaction.

Question 3

Which action best closes the loop with a customer after a complaint has been resolved?

Accepted Answer

Following up to confirm the solution met the customer's expectations

Answer

Closing the loop means verifying with the customer that the resolution was satisfactory, ensuring the gap between expectation and reality is fully closed.

Question 4

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?

Accepted Answer

Check

Answer

The 'Check' phase requires analyzing collected data; failing to review feedback means the organization skips verification of performance against goals.

Question 5

Stratifying customer satisfaction data by product line, region, and customer segment is most useful for:

Accepted Answer

Identifying which specific groups are most dissatisfied

Answer

Stratification reveals variation hidden in aggregate data, pointing to specific subgroups or processes needing targeted improvement.

(CQIA) ASQ Certified Quality Improvement Associate Practice Test

(CQIA) ASQ Certified Quality Improvement Associate Practice Test

CQIA Customer Satisfaction 3