Customer Satisfaction Flashcards
6 cards from real Customer Service practice questions. Tap to flip, then mark Knew It or Still Learning — missed cards come back until you master them.
Read the first 6 Customer Satisfaction flashcards as text
What is a 'customer journey map'?
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.
What does it mean when a customer is described as a 'detractor' in NPS?
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.
Which factor is most likely to cause a customer to churn (stop doing business with a company)?
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.
What is a 'voice of the customer' (VoC) program?
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.
Personalizing a customer interaction (e.g., using their name and referencing purchase history) primarily does what?
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.
Which of the following best describes 'customer retention'?
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.