Medallia Customer Experience Certification Professional Ethics & Standards 2 — Questions and Answers
Question 1: A Medallia practitioner discovers that a client's survey data contains personally identifiable information (PII) that was accidentally collected outside the agreed scope. What is the most ethical first step?
- Notify the client immediately and recommend remediation before using the data (Correct answer)
- Anonymize the data internally and continue analysis without alerting the client
- Delete the data without informing anyone to avoid complications
- Use the data since it was collected through legitimate survey channels
Correct answer: Notify the client immediately and recommend remediation before using the data
Immediate disclosure to the client is required so that proper data governance and remediation steps can be taken collaboratively.
Question 2: Which principle guides Medallia professionals when a business stakeholder pressures them to filter out negative feedback before presenting results to leadership?
- Stakeholder Satisfaction — adjusting reports to meet stakeholder expectations
- Data Integrity — presenting complete and unaltered customer feedback (Correct answer)
- Business Alignment — prioritizing organizational goals over data accuracy
- Survey Efficiency — simplifying reports to highlight actionable items only
Correct answer: Data Integrity — presenting complete and unaltered customer feedback
Data Integrity requires that CX professionals present feedback in its entirety, regardless of stakeholder pressure, to ensure decisions are based on accurate insights.
Question 3: When designing a customer satisfaction survey for a regulated financial services client, a Medallia professional should:
- Focus solely on Medallia best practices without considering industry regulations
- Ensure the survey design complies with applicable financial services regulations and data privacy laws (Correct answer)
- Collect as much customer data as possible to improve insight quality
- Use the same survey template applied to non-regulated industries to save time
Correct answer: Ensure the survey design complies with applicable financial services regulations and data privacy laws
Regulated industries require survey and data practices to align with sector-specific rules such as FINRA, GDPR, or CCPA in addition to Medallia best practices.
Question 4: A CX analyst using Medallia notices a colleague has shared a client's raw NPS data in an unsecured public cloud folder. The most ethical action is:
- Ignore it, as the colleague likely has permission
- Report the security breach to the appropriate data security or compliance team immediately (Correct answer)
- Download a copy for personal backup before reporting
- Send a private message to the colleague asking them to be more careful next time
Correct answer: Report the security breach to the appropriate data security or compliance team immediately
Unauthorized exposure of client data is a security incident that must be escalated to the appropriate compliance or security team without delay.
Question 5: Which of the following best describes the concept of 'informed consent' in the context of Medallia customer surveys?
- Customers must be told which questions they are required to answer
- Customers should be clearly informed about how their data will be used before they participate (Correct answer)
- Consent is implied once a customer engages with the company's product or service
- Informed consent only applies when surveys include demographic questions
Correct answer: Customers should be clearly informed about how their data will be used before they participate
Informed consent means participants understand the purpose of data collection and how it will be used before they agree to take part in the survey.
Question 6: A Medallia consultant is presenting CX benchmark data comparing a client to industry peers. To maintain professional standards, the consultant should:
- Omit benchmarks that make the client look unfavorable
- Disclose the source, methodology, and any limitations of the benchmark data (Correct answer)
- Present only benchmarks where the client outperforms competitors
- Adjust benchmark figures to make the comparison appear more favorable
Correct answer: Disclose the source, methodology, and any limitations of the benchmark data
Professional standards require transparent disclosure of data sources and methodology so stakeholders can properly evaluate benchmark comparisons.
Question 7: When a Medallia program identifies that a specific employee is consistently receiving negative customer feedback, the ethical approach to handling this sensitive data is:
- Share the employee's name and scores publicly on internal dashboards
- Follow the organization's established HR data governance policies and ensure data access is appropriately restricted (Correct answer)
- Delete the individual's feedback to protect their privacy
- Provide the data directly to the employee's manager without HR involvement
Correct answer: Follow the organization's established HR data governance policies and ensure data access is appropriately restricted
Employee-level feedback must be handled according to established HR data governance policies, with appropriate access controls to protect both the customer and employee.
Medallia Customer Experience Certification Professional Ethics & Standards 2
A Medallia practitioner discovers that a client's survey data contains personally identifiable information (PII) that was accidentally collected outside the agreed scope.
What is the most ethical first step?