PACE Market Research & Competitive Analysis 3

Question 1

A contact center benchmarks its First Call Resolution (FCR) rate against industry peers. Which type of benchmarking is this?

Accepted Answer

Competitive benchmarking

Answer

Competitive benchmarking compares your performance metrics directly against industry peers or direct competitors.

Question 2

Which statistical measure should a researcher use to identify the most frequently selected response in a customer satisfaction survey?

Accepted Answer

Mode

Answer

The mode identifies the most frequently occurring value in a dataset, making it ideal for categorical survey responses.

Question 3

A researcher uses mystery shopping to evaluate a competitor's customer service. This technique primarily provides:

Accepted Answer

First-hand observational data on the competitor's service experience

Answer

Mystery shopping generates direct observational data about the actual customer experience delivered by a competitor.

Question 4

Which type of research question is BEST answered through a quantitative survey with a large sample size?

Accepted Answer

What percentage of customers would recommend us to a friend?

Answer

Quantitative surveys with large samples are ideal for measuring prevalence and percentages, such as likelihood-to-recommend rates.

Question 5

In competitive analysis, 'share of voice' refers to:

Accepted Answer

A brand's presence in the market relative to total category advertising or mentions

Answer

Share of voice measures how much of the overall conversation or advertising in a market belongs to one brand versus all competitors.

(PACE) Professional Association for Customer Engagement Certification Practice Test