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
In Medallia's ethical framework, 'role-based access control' for CX dashboards primarily serves to:
Answer: Ensure individuals only access customer data relevant to their business role
Role-based access control limits data exposure to those with a legitimate business need, protecting customer privacy and maintaining data security.
A Medallia practitioner is asked by a client to design a survey that subtly steers customers toward giving higher ratings. The ethical response is:
Answer: Decline to implement biased survey design and explain why neutral phrasing produces more actionable data
Biased survey design compromises data validity and should be refused; the practitioner should educate the client on why unbiased measurement produces better business outcomes.
Under GDPR requirements relevant to Medallia programs in Europe, customers have the 'right to erasure.' This means:
Answer: Customers can request deletion of their personal data held in the Medallia platform
The right to erasure (right to be forgotten) allows individuals to request that their personal data be deleted from organizational systems, including CX platforms like Medallia.
Which situation represents a conflict of interest that a Medallia professional must disclose?
Answer: Owning stock in a competitor that the client is benchmarking against
Owning financial interests in a competing company benchmarked in the engagement creates a material conflict of interest that must be disclosed to maintain professional integrity.
What is the ethical obligation of a Medallia professional who believes a recommended CX program change will harm customers even though leadership has approved it?
Answer: Raise the concern through appropriate internal channels before implementation
Professionals have an obligation to voice concerns through proper channels before implementation; escalation within appropriate structures protects both customers and the organization.
When a Medallia program captures open-text verbatim feedback, professional standards require that:
Answer: Verbatims containing PII be handled according to the organization's data privacy policy
Open-text verbatims may inadvertently contain PII and must be governed by the organization's data privacy policy rather than shared or altered without authorization.
A professional applying Medallia's ethical standards to survey frequency management should prioritize:
Answer: Balancing data collection needs against customer survey fatigue to protect the respondent experience
Survey frequency ethics require balancing organizational data needs against the respondent's experience, avoiding practices that erode trust through over-surveying.