Risk Management & Mitigation 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 Risk Management & Mitigation flashcards as text
A company discovers that 30% of Medallia survey invitations are going to customers who already churned. Which risk does this scenario primarily represent?
Answer: Data quality risk affecting feedback accuracy
Sending surveys to churned customers introduces data quality risk because their feedback may not reflect the current customer base, skewing CX insights.
When implementing Medallia across multiple business units with different IT governance policies, the FIRST mitigation step should be:
Answer: Establish a cross-functional steering committee with IT and CX leadership
A cross-functional steering committee aligns governance expectations early, preventing policy conflicts from stalling the broader rollout.
Which Medallia feature helps mitigate the risk of acting on statistically insignificant feedback trends?
Answer: Confidence intervals and sample size indicators in reporting
Confidence intervals and sample size indicators warn analysts when data volumes are too low to draw reliable conclusions, reducing the risk of poor decisions.
A retailer using Medallia notices NPS scores spike positively during promotional periods but drop afterward. The greatest CX risk this pattern signals is:
Answer: Conflating promotional sentiment with true loyalty signals
Promotional-period spikes can mask underlying satisfaction issues; treating them as genuine loyalty signals risks misallocating CX improvement resources.
To mitigate reputational risk when a Medallia alert fires for a high-profile detractor, the recommended closed-loop process is:
Answer: Assign the case to a trained recovery specialist and resolve within the SLA
Assigning the detractor case to a trained specialist with a defined SLA ensures timely, professional recovery and reduces reputational exposure.
Which risk does survey over-sampling of the same customers in Medallia directly create?
Answer: Survey fatigue leading to lower response rates and biased remaining respondents
Repeated surveying of the same customers causes fatigue, which depresses response rates and leaves only highly motivated (often extreme) respondents, biasing results.
A Medallia administrator accidentally grants 'admin' role to 50 frontline agents. The BEST immediate mitigation is:
Answer: Revoke elevated permissions immediately and audit activity logs for unauthorized changes
Immediately revoking permissions and auditing logs limits exposure and identifies any unauthorized actions taken during the window of elevated access.