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 receives a request to use customer feedback data collected under one consent purpose for a secondary marketing campaign. The ethical standard requires:
Answer: Obtain new consent from customers before using data for the secondary purpose
Using data for purposes beyond the original consent scope requires obtaining new, specific consent from the individuals whose data will be used.
Which behavior best demonstrates professional accountability in a Medallia CX program?
Answer: Acknowledging mistakes in data interpretation and correcting reports proactively
Professional accountability requires proactively acknowledging and correcting analytical errors rather than waiting for external discovery or concealing them.
In the context of Medallia's professional standards, 'data minimization' means:
Answer: Collecting only the customer data necessary to achieve the stated business objective
Data minimization is the principle of collecting only data that is adequate, relevant, and necessary for the specific stated purpose of the program.
When a client asks a Medallia professional to benchmark their CX scores against competitors using data obtained through questionable third-party means, the professional should:
Answer: Decline and recommend only ethically sourced, legitimate benchmark datasets
Professionals must decline to use improperly sourced competitive data and guide clients toward legitimate benchmark sources to maintain ethical and legal standards.
A Medallia practitioner who becomes aware of a client using CX data to discriminate against customers based on protected characteristics should:
Answer: Refuse to support the discriminatory use case and escalate to compliance or legal counsel
Using CX data for illegal discrimination is a serious violation that requires immediate refusal to support and escalation through appropriate legal or compliance channels.
What does professional impartiality require when a Medallia practitioner has a personal relationship with a frontline employee whose performance is being evaluated by customer feedback?
Answer: Disclose the relationship to the engagement manager and recuse from evaluating that individual's data
Disclosing a personal relationship and recusing from the relevant evaluation maintains impartiality and prevents actual or perceived conflicts of interest.
Under Medallia's ethical standards, how should CX professionals handle the storage retention period for customer survey data?
Answer: Follow a defined retention policy aligned to legal requirements and delete data when it is no longer needed
Data must be retained only as long as necessary for its stated purpose and in compliance with applicable legal retention requirements, then deleted appropriately.