Customer Service Customer Satisfaction 2 — Questions and Answers
Question 1: What is a 'customer journey map'?
- A GPS route to a store location
- A visual representation of all customer touchpoints with a company (Correct answer)
- A flowchart of internal escalation procedures
- A schedule for customer follow-up calls
Correct answer: A visual representation of all customer touchpoints with a company
A customer journey map visualizes every step a customer takes from awareness through post-purchase, identifying pain points and opportunities.
Question 2: What does it mean when a customer is described as a 'detractor' in NPS?
- They have not yet been surveyed
- They scored 0–6 and may spread negative word-of-mouth (Correct answer)
- They are in dispute with the company
- They cancelled their subscription
Correct answer: They scored 0–6 and may spread negative word-of-mouth
NPS detractors (scores 0–6) are unhappy customers who could damage the brand by sharing negative experiences.
Question 3: Which factor is most likely to cause a customer to churn (stop doing business with a company)?
- A long product catalog
- Repeated unresolved issues or poor service experiences (Correct answer)
- A well-designed website
- Promotional email frequency
Correct answer: Repeated unresolved issues or poor service experiences
Customers most commonly leave due to persistent unresolved problems or feeling that the company does not value their business.
Question 4: What is a 'voice of the customer' (VoC) program?
- A podcast hosted by customers
- A structured process for capturing customer feedback and insights (Correct answer)
- A loyalty rewards program
- A live chat feature on a website
Correct answer: A structured process for capturing customer feedback and insights
VoC programs systematically gather, analyze, and act on customer feedback to improve products and services.
Question 5: Personalizing a customer interaction (e.g., using their name and referencing purchase history) primarily does what?
- Increases call handle time
- Reduces customer satisfaction
- Makes customers feel valued and improves their experience (Correct answer)
- Creates data privacy risks
Correct answer: Makes customers feel valued and improves their experience
Personalization demonstrates that the company recognizes the customer as an individual, which strengthens loyalty and satisfaction.
Question 6: Which of the following best describes 'customer retention'?
- Keeping customer records in the CRM
- The strategies used to keep existing customers from leaving (Correct answer)
- Retaining customer support staff
- Storing customer complaints for legal review
Correct answer: The strategies used to keep existing customers from leaving
Customer retention refers to the actions taken to prevent customers from switching to a competitor, which is more cost-effective than acquiring new ones.
Customer Service Customer Satisfaction 2
What is a 'customer journey map'?