NCSA Measuring Service Quality 2

Question 1

Which metric measures the percentage of customer issues resolved on the first contact without escalation?

Accepted Answer

First Contact Resolution (FCR)

Answer

Average Handle Time

Answer

Net Promoter Score

Answer

Customer Satisfaction Score

Question 2

A company's CSAT score dropped from 87% to 79% after a policy change. What does this most directly indicate?

Accepted Answer

Customers are less satisfied with the service experience

Answer

Customer churn has increased

Answer

Employee performance has declined

Answer

The NPS benchmark has shifted

Question 3

What is the primary purpose of benchmarking in customer service quality measurement?

Accepted Answer

To compare performance against industry standards or competitors

Answer

To set employee compensation levels

Answer

To automate customer feedback collection

Answer

To reduce the cost of service delivery

Question 4

Which type of survey asks customers to rate their experience immediately after an interaction?

Accepted Answer

Post-transaction survey

Answer

Annual relationship survey

Answer

Mystery shopper evaluation

Answer

Employee satisfaction survey

Question 5

A high volume of repeat contacts for the same issue is most likely a symptom of what quality problem?

Accepted Answer

Poor first contact resolution

Answer

Overstaffing during peak hours

Answer

Excessive average handle time

Answer

Low employee engagement scores

Question 6

Which of the following best describes 'voice of the customer' (VoC) programs?

Accepted Answer

Systematic processes for capturing customer feedback and insights

Answer

Internal quality audits conducted by supervisors

Answer

Social media marketing campaigns targeting customers

Answer

Scripts used by agents during calls

Question 7

When analyzing service quality data, what does a statistically significant result mean?

Accepted Answer

The result is unlikely to have occurred by chance alone

Answer

The finding is practically important to management

Answer

The sample size was very large

Answer

All customers agreed with the finding