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 Medallia client wants to use customer feedback scores directly in employee performance reviews. Which risk must be mitigated FIRST?
Answer: Employees gaming surveys by coaching customers on how to respond
Linking scores to performance reviews creates strong incentives for employees to influence customer responses, corrupting data integrity.
Which Medallia capability MOST directly mitigates the risk of missing CX issues that customers don't proactively report?
Answer: Passive listening via social media and online review ingestion
Passive listening captures unsolicited feedback from social and review channels, surfacing issues that customers share publicly but don't report through direct surveys.
A Medallia program shows excellent relationship NPS but frontline managers report high customer complaint volumes. This discrepancy represents which type of risk?
Answer: Measurement validity risk — the metric may not reflect the actual customer experience
When survey metrics diverge from operational complaint data, there is a measurement validity risk that the survey may be capturing a different population or moment than the real experience.
During a Medallia data migration, historical survey responses are mapped to the wrong customer IDs. The MOST significant downstream risk is:
Answer: Corrupted customer journey histories leading to incorrect trend analysis and case misassignment
Wrong customer ID mapping corrupts longitudinal data and can trigger incorrect closed-loop follow-ups, potentially harming customer relationships.
To mitigate the risk of CX program momentum stalling after executive sponsors change roles, organizations should:
Answer: Embed CX metrics into corporate scorecards and governance processes independent of any single champion
Institutionalizing CX metrics in formal governance ensures the program survives leadership transitions without losing strategic priority.
A Medallia survey invitation is sent immediately after a chatbot interaction that failed to resolve the customer's issue. Which risk does poor survey timing like this introduce?
Answer: Recency bias inflating negative scores specific to channel failure rather than overall relationship
Surveying immediately after a failed interaction captures extreme transactional sentiment that may not reflect the customer's overall relationship satisfaction.
What is the recommended Medallia risk mitigation strategy when launching CX surveys in a new international market with strong data residency laws?
Answer: Confirm data residency options with Medallia, configure region-specific data storage, and obtain legal review
Validating data residency configuration and obtaining legal sign-off before launch ensures the program complies with local regulations from day one.