Medallia Customer Experience Certification Quality Assurance & Compliance 4

Question 1

In a Medallia QA review, what does a 'response rate anomaly' most commonly signal?

Accepted Answer

An unusual spike or drop in responses that may indicate a sampling, technical, or data quality issue

Answer

A response rate anomaly—whether a sudden spike or drop—often flags a sampling error, technical malfunction, or fraudulent responses requiring investigation.

Question 2

Which Medallia governance control helps prevent unauthorized changes to live survey programs in a production environment?

Accepted Answer

A change management workflow requiring approval before deploying survey edits to production

Answer

A formal change management workflow with required approvals prevents unauthorized or untested edits from reaching live production surveys.

Question 3

A Medallia customer reports that they never consented to receive a feedback survey. Under GDPR, what is the organization's most immediate compliance obligation?

Accepted Answer

Provide evidence of a lawful basis for processing the customer's contact data or cease contact

Answer

GDPR requires organizations to demonstrate a lawful basis (such as consent or legitimate interest) for processing personal data; lacking one means contact must stop.

Question 4

What is the purpose of 'survey throttling' rules within Medallia's quality assurance best practices?

Accepted Answer

To prevent the same customer from receiving too many survey requests in a defined time period

Answer

Survey throttling limits how frequently individual customers are contacted, protecting the customer experience and improving data quality by reducing fatigue-driven responses.

Question 5

Which data quality check should a QA analyst run on Medallia verbatim data before feeding it into a text analytics model?

Accepted Answer

Screening for duplicate, bot-generated, or spam responses that could skew analysis

Answer

Duplicate, bot, or spam responses introduce noise that degrades text analytics accuracy, so filtering them is a standard pre-processing QA step.

Medallia Customer Experience Certification Practice Test

Medallia Customer Experience Certification Practice Test

Medallia Customer Experience Certification Quality Assurance & Compliance 4