Customer Service Customer Satisfaction 2

Question 1

What is a 'customer journey map'?

Accepted Answer

A visual representation of all customer touchpoints with a company

Answer

A customer journey map visualizes every step a customer takes from awareness through post-purchase, identifying pain points and opportunities.

Question 2

What does it mean when a customer is described as a 'detractor' in NPS?

Accepted Answer

They scored 0–6 and may spread negative word-of-mouth

Answer

NPS detractors (scores 0–6) are unhappy customers who could damage the brand by sharing negative experiences.

Question 3

Which factor is most likely to cause a customer to churn (stop doing business with a company)?

Accepted Answer

Repeated unresolved issues or poor service experiences

Answer

Customers most commonly leave due to persistent unresolved problems or feeling that the company does not value their business.

Question 4

What is a 'voice of the customer' (VoC) program?

Accepted Answer

A structured process for capturing customer feedback and insights

Answer

VoC programs systematically gather, analyze, and act on customer feedback to improve products and services.

Question 5

Personalizing a customer interaction (e.g., using their name and referencing purchase history) primarily does what?

Accepted Answer

Makes customers feel valued and improves their experience

Answer

Personalization demonstrates that the company recognizes the customer as an individual, which strengthens loyalty and satisfaction.

Customer Service Practice Test