Customer Service Customer Satisfaction

Question 1

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

Accepted Answer

Customer Satisfaction Score

Answer

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?

Accepted Answer

NPS

Answer

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?

Accepted Answer

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

Answer

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:

Accepted Answer

9–10

Answer

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?

Accepted Answer

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

Answer

CES measures how easy or difficult it was for the customer to get their problem resolved, with lower effort correlating to higher satisfaction.

Customer Service Practice Test