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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

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

    Answer: Customer Satisfaction Score

    CSAT (Customer Satisfaction Score) is a metric that measures how satisfied customers are with a specific interaction or product.

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

    Answer: NPS

    Net Promoter Score (NPS) asks customers how likely they are to recommend the company on a scale of 0–10.

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

    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.

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

    Answer: 9–10

    NPS promoters score 9 or 10 and are highly likely to recommend the company to others.

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

    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.

  6. Which of the following actions most directly improves customer satisfaction?

    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.