Medallia Customer Experience Certification Risk Management & Mitigation 4

Question 1

A Medallia client wants to use customer feedback scores directly in employee performance reviews. Which risk must be mitigated FIRST?

Accepted Answer

Employees gaming surveys by coaching customers on how to respond

Answer

Linking scores to performance reviews creates strong incentives for employees to influence customer responses, corrupting data integrity.

Question 2

Which Medallia capability MOST directly mitigates the risk of missing CX issues that customers don't proactively report?

Accepted Answer

Passive listening via social media and online review ingestion

Answer

Passive listening captures unsolicited feedback from social and review channels, surfacing issues that customers share publicly but don't report through direct surveys.

Question 3

A Medallia program shows excellent relationship NPS but frontline managers report high customer complaint volumes. This discrepancy represents which type of risk?

Accepted Answer

Measurement validity risk — the metric may not reflect the actual customer experience

Answer

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.

Question 4

During a Medallia data migration, historical survey responses are mapped to the wrong customer IDs. The MOST significant downstream risk is:

Accepted Answer

Corrupted customer journey histories leading to incorrect trend analysis and case misassignment

Answer

Wrong customer ID mapping corrupts longitudinal data and can trigger incorrect closed-loop follow-ups, potentially harming customer relationships.

Question 5

To mitigate the risk of CX program momentum stalling after executive sponsors change roles, organizations should:

Accepted Answer

Embed CX metrics into corporate scorecards and governance processes independent of any single champion

Answer

Institutionalizing CX metrics in formal governance ensures the program survives leadership transitions without losing strategic priority.

Medallia Customer Experience Certification Practice Test

Medallia Customer Experience Certification Practice Test

Medallia Customer Experience Certification Risk Management & Mitigation 4