Professional Ethics & Standards Flashcards
7 cards from real Medallia Customer Experience Certification practice questions. Tap to flip, then mark Knew It or Still Learning — missed cards come back until you master them.
Read the first 7 Professional Ethics & Standards flashcards as text
A Medallia practitioner discovers that a client's survey data contains personally identifiable information (PII) that was accidentally collected outside the agreed scope. What is the most ethical first step?
Answer: Notify the client immediately and recommend remediation before using the data
Immediate disclosure to the client is required so that proper data governance and remediation steps can be taken collaboratively.
Which principle guides Medallia professionals when a business stakeholder pressures them to filter out negative feedback before presenting results to leadership?
Answer: Data Integrity — presenting complete and unaltered customer feedback
Data Integrity requires that CX professionals present feedback in its entirety, regardless of stakeholder pressure, to ensure decisions are based on accurate insights.
When designing a customer satisfaction survey for a regulated financial services client, a Medallia professional should:
Answer: Ensure the survey design complies with applicable financial services regulations and data privacy laws
Regulated industries require survey and data practices to align with sector-specific rules such as FINRA, GDPR, or CCPA in addition to Medallia best practices.
A CX analyst using Medallia notices a colleague has shared a client's raw NPS data in an unsecured public cloud folder. The most ethical action is:
Answer: Report the security breach to the appropriate data security or compliance team immediately
Unauthorized exposure of client data is a security incident that must be escalated to the appropriate compliance or security team without delay.
Which of the following best describes the concept of 'informed consent' in the context of Medallia customer surveys?
Answer: Customers should be clearly informed about how their data will be used before they participate
Informed consent means participants understand the purpose of data collection and how it will be used before they agree to take part in the survey.
A Medallia consultant is presenting CX benchmark data comparing a client to industry peers. To maintain professional standards, the consultant should:
Answer: Disclose the source, methodology, and any limitations of the benchmark data
Professional standards require transparent disclosure of data sources and methodology so stakeholders can properly evaluate benchmark comparisons.
When a Medallia program identifies that a specific employee is consistently receiving negative customer feedback, the ethical approach to handling this sensitive data is:
Answer: Follow the organization's established HR data governance policies and ensure data access is appropriately restricted
Employee-level feedback must be handled according to established HR data governance policies, with appropriate access controls to protect both the customer and employee.