Medallia Customer Experience Certification Risk Management & Mitigation 2

Question 1

A company discovers that 30% of Medallia survey invitations are going to customers who already churned. Which risk does this scenario primarily represent?

Accepted Answer

Data quality risk affecting feedback accuracy

Answer

Sending surveys to churned customers introduces data quality risk because their feedback may not reflect the current customer base, skewing CX insights.

Question 2

When implementing Medallia across multiple business units with different IT governance policies, the FIRST mitigation step should be:

Accepted Answer

Establish a cross-functional steering committee with IT and CX leadership

Answer

A cross-functional steering committee aligns governance expectations early, preventing policy conflicts from stalling the broader rollout.

Question 3

Which Medallia feature helps mitigate the risk of acting on statistically insignificant feedback trends?

Accepted Answer

Confidence intervals and sample size indicators in reporting

Answer

Confidence intervals and sample size indicators warn analysts when data volumes are too low to draw reliable conclusions, reducing the risk of poor decisions.

Question 4

A retailer using Medallia notices NPS scores spike positively during promotional periods but drop afterward. The greatest CX risk this pattern signals is:

Accepted Answer

Conflating promotional sentiment with true loyalty signals

Answer

Promotional-period spikes can mask underlying satisfaction issues; treating them as genuine loyalty signals risks misallocating CX improvement resources.

Question 5

To mitigate reputational risk when a Medallia alert fires for a high-profile detractor, the recommended closed-loop process is:

Accepted Answer

Assign the case to a trained recovery specialist and resolve within the SLA

Answer

Assigning the detractor case to a trained specialist with a defined SLA ensures timely, professional recovery and reduces reputational exposure.

Medallia Customer Experience Certification Practice Test

Medallia Customer Experience Certification Practice Test

Medallia Customer Experience Certification Risk Management & Mitigation 2