NAMA Customer Service & Satisfaction 2

Question 1

A vending machine dispenses a product but the customer claims they were charged twice. What is the BEST first step for a vending operator?

Accepted Answer

Review the machine's transaction log and issue a refund if confirmed

Answer

Reviewing transaction logs provides objective evidence and allows the operator to issue a prompt refund if the error is confirmed.

Question 2

Which metric best measures how likely a vending customer is to recommend your service to others?

Accepted Answer

Net Promoter Score (NPS)

Answer

Net Promoter Score directly captures customer advocacy and likelihood to recommend.

Question 3

A break room supervisor complains that the vending machine selection doesn't match employee preferences. The BEST response is to:

Accepted Answer

Conduct a product preference survey and adjust the selection accordingly

Answer

Surveying actual users and adjusting the planogram demonstrates responsiveness and improves long-term satisfaction.

Question 4

When setting service level agreements (SLAs) with a location account, which commitment is MOST critical to customer satisfaction?

Accepted Answer

Maximum response time for out-of-service machines

Answer

Response time for outages directly impacts availability and is the most customer-visible service commitment.

Question 5

A customer reports that a snack tasted stale. After investigating, you find the product was within its sell-by date. You should:

Accepted Answer

Offer a replacement or refund and review rotation practices at that machine

Answer

Offering a remedy preserves goodwill even when policy is followed, and reviewing rotation addresses potential quality issues.

(NAMA) National Automatic Merchandising Association Certification Practice Test