NCSA - National Customer Service Association Measuring Service Quality Questions and Answers

Question 1

A customer calls a support center with a complex billing issue. The agent not only resolves the problem during the initial conversation but also explains how the customer can avoid similar issues in the future. Which key performance indicator (KPI) does this scenario best exemplify the successful handling of?

Accepted Answer

First Contact Resolution (FCR)

Answer

First Contact Resolution (FCR) measures the percentage of customer inquiries or issues that are successfully resolved during the first interaction. This scenario is a prime example of successful FCR because the agent fully addressed the customer's problem on the first call, eliminating the need for follow-up.

Question 2

The SERVQUAL model is a widely used framework for measuring service quality by comparing customer expectations with their perceptions of the service delivered. Which of the following is NOT one of the five core dimensions of the RATER model?

Accepted Answer

Affordability

Answer

The RATER model, an enhancement of the SERVQUAL model, consists of five dimensions: Reliability, Assurance, Tangibles, Empathy, and Responsiveness. 'Affordability' is related to price and is not considered one of the core dimensions for measuring the quality of the service experience itself within this framework.

Question 3

A company calculates its Net Promoter Score (NPS) by surveying customers with the question: 'How likely are you to recommend our company to a friend or colleague?' If 60% of respondents are 'Promoters' (score 9-10), 25% are 'Passives' (score 7-8), and 15% are 'Detractors' (score 0-6), what is the company's NPS?

Accepted Answer

45

Answer

The Net Promoter Score (NPS) is calculated by subtracting the percentage of Detractors from the percentage of Promoters (% Promoters - % Detractors). In this case, the calculation is 60% (Promoters) - 15% (Detractors) = 45. Passives are included in the total number of respondents but not in the final calculation.

Question 4

A software company wants to measure how easy it is for customers to use their new online knowledge base to find answers. They send a survey immediately after a customer visits the knowledge base, asking them to rate the ease of finding the information. Which metric is most appropriate for this purpose?

Accepted Answer

Customer Effort Score (CES)

Answer

Customer Effort Score (CES) is designed to measure how much effort a customer had to exert to get an issue resolved, a request fulfilled, or a question answered. Since the company wants to specifically measure the ease of using their knowledge base, CES is the most direct and relevant metric.

Question 5

Which of the following best describes the 'Reliability' dimension of the RATER model for service quality?

Accepted Answer

The ability to perform the promised service dependably and accurately.

Answer

In the RATER model, 'Reliability' refers to the consistency of the service and the ability to perform the promised service dependably and accurately, such as delivering a package on time or ensuring a bill is correct. It is often considered the most important dimension of service quality.

(NCSA) National Customer Service Association Certification Practice Test

(NCSA) National Customer Service Association Certification Practice Test

NCSA - National Customer Service Association Measuring Service Quality Questions and Answers