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 professional is asked to present CX results selectively to support a predetermined executive narrative. The most ethical course of action is:
Answer: Present the full dataset and offer context that explains both strengths and improvement areas
Presenting the complete picture with appropriate context upholds data integrity and ensures leadership decisions are grounded in accurate customer insight.
Which action best demonstrates a Medallia practitioner's commitment to continuous professional development in CX ethics?
Answer: Staying current with evolving data privacy regulations, industry standards, and Medallia platform updates
CX ethics evolve alongside regulatory changes and technology, requiring professionals to continuously update their knowledge and apply current standards.
When a Medallia survey inadvertently captures health-related information in a verbatim comment, the practitioner should classify and treat this data as:
Answer: Sensitive personal data requiring heightened protection and potential regulatory compliance steps
Health-related information is a special category of sensitive personal data under most privacy regulations and requires enhanced protection measures beyond standard survey data.
A CX professional notices that a client's Medallia survey has a response bias because it is only sent to customers who recently made a purchase. The ethical obligation is to:
Answer: Disclose the sampling limitation in all reports so stakeholders understand the data's representativeness
Sampling limitations must be transparently disclosed in reporting so that stakeholders do not over-generalize findings to the full customer base.
When implementing a Medallia close-the-loop program, which ethical principle governs how customer complaints escalated for follow-up should be handled?
Answer: Proportionality — ensuring the follow-up response is appropriate to the severity of the customer's issue
Close-the-loop ethics require that the depth and urgency of follow-up are proportional to the severity and nature of the customer's experience.
What is the primary ethical reason Medallia professionals should avoid 'survey gaming' practices such as coaching customers on how to respond?
Answer: Coached responses produce invalid data that leads to poor business decisions and erodes customer trust
Survey gaming invalidates the feedback signal, causing leaders to make decisions based on fabricated data while destroying the authentic customer relationship CX programs are meant to build.
A Medallia professional working with a global client must apply data ethics standards across multiple countries with different privacy laws. The recommended approach is:
Answer: Apply the most protective standard globally and adapt to stricter local requirements where they exceed it
Applying the highest protective standard as a global baseline while accommodating stricter local requirements ensures consistent ethical practice across all operating jurisdictions.