Customer Service Customer Satisfaction 1 — Questions and Answers
Question 1: What does 'CSAT' stand for in customer service metrics?
- Customer Service Achievement Test
- Customer Satisfaction Score (Correct answer)
- Customer Support Accountability Tracker
- Customer Service Analysis Tool
Correct answer: Customer Satisfaction Score
CSAT (Customer Satisfaction Score) is a metric that measures how satisfied customers are with a specific interaction or product.
Question 2: Which metric measures the likelihood of a customer recommending a company to others?
- CSAT
- AHT
- NPS (Correct answer)
- FCR
Correct answer: NPS
Net Promoter Score (NPS) asks customers how likely they are to recommend the company on a scale of 0–10.
Question 3: What does 'First Contact Resolution' (FCR) measure?
- The time it takes to answer a call
- The percentage of issues resolved on the first interaction without follow-up (Correct answer)
- How quickly a supervisor is reached
- The number of calls handled per hour
Correct answer: The percentage of issues resolved on the first interaction without follow-up
FCR tracks whether a customer's issue is resolved completely in a single interaction, which strongly correlates with satisfaction.
Question 4: A 'promoter' in Net Promoter Score (NPS) gives a score of:
- 0–6
- 7–8
- 9–10 (Correct answer)
- 5–7
Correct answer: 9–10
NPS promoters score 9 or 10 and are highly likely to recommend the company to others.
Question 5: What is 'customer effort score' (CES) designed to measure?
- How hard the rep worked to solve the problem
- How much effort the customer had to exert to resolve their issue (Correct answer)
- The number of contacts made before resolution
- Customer loyalty over time
Correct answer: How much effort the customer had to exert to resolve their issue
CES measures how easy or difficult it was for the customer to get their problem resolved, with lower effort correlating to higher satisfaction.
Question 6: Which of the following actions most directly improves customer satisfaction?
- Reducing call center staffing costs
- Resolving issues quickly and correctly the first time (Correct answer)
- Automating all customer interactions
- Increasing the number of menu options in the IVR
Correct answer: Resolving issues quickly and correctly the first time
Fast, accurate resolution on the first attempt is the most direct driver of customer satisfaction in service interactions.
Customer Service Customer Satisfaction 1
What does 'CSAT' stand for in customer service metrics?