Customer Service Customer Satisfaction

Question 1

What does 'CSAT' stand for in customer service metrics?

Accepted Answer

Customer Satisfaction Score

Answer

Customer Service Achievement Test

Answer

Customer Support Accountability Tracker

Answer

Customer Service Analysis Tool

Question 2

Which metric measures the likelihood of a customer recommending a company to others?

Accepted Answer

NPS

Answer

CSAT

Answer

AHT

Answer

FCR

Question 3

What does 'First Contact Resolution' (FCR) measure?

Accepted Answer

The percentage of issues resolved on the first interaction without follow-up

Answer

The time it takes to answer a call

Answer

How quickly a supervisor is reached

Answer

The number of calls handled per hour

Question 4

A 'promoter' in Net Promoter Score (NPS) gives a score of:

Accepted Answer

9–10

Answer

0–6

Answer

7–8

Answer

5–7

Question 5

What is 'customer effort score' (CES) designed to measure?

Accepted Answer

How much effort the customer had to exert to resolve their issue

Answer

How hard the rep worked to solve the problem

Answer

The number of contacts made before resolution

Answer

Customer loyalty over time

Question 6

Which of the following actions most directly improves customer satisfaction?

Accepted Answer

Resolving issues quickly and correctly the first time

Answer

Reducing call center staffing costs

Answer

Automating all customer interactions

Answer

Increasing the number of menu options in the IVR