CCSR Customer Feedback and Satisfaction Measurement 1 — Questions and Answers
Question 1: What does Net Promoter Score (NPS) primarily measure?
- The speed of customer service resolution
- Customer loyalty and likelihood to recommend (Correct answer)
- The number of complaints received per month
- Employee satisfaction with their roles
Correct answer: Customer loyalty and likelihood to recommend
NPS measures customer loyalty by asking how likely customers are to recommend the company on a 0–10 scale.
Question 2: Which survey method is typically deployed immediately after a service interaction to capture fresh feedback?
- Annual satisfaction survey
- Customer Satisfaction (CSAT) survey (Correct answer)
- Focus group interview
- Employee Net Promoter Score
Correct answer: Customer Satisfaction (CSAT) survey
CSAT surveys are deployed right after an interaction to measure the customer's satisfaction while the experience is still fresh.
Question 3: What does Customer Effort Score (CES) primarily measure?
- How satisfied customers are with product quality
- How likely customers are to become brand advocates
- How easy it is for customers to resolve their issues (Correct answer)
- How quickly agents handle customer inquiries
Correct answer: How easy it is for customers to resolve their issues
CES measures the level of effort a customer must exert to get their issue resolved, with lower effort correlating to higher loyalty.
Question 4: In customer feedback analysis, what is a 'verbatim response'?
- A scripted reply from a customer service agent
- A customer's exact words in an open-ended survey question (Correct answer)
- A standardized complaint form filled out in person
- A numerical rating on a satisfaction scale
Correct answer: A customer's exact words in an open-ended survey question
Verbatim responses are the customer's exact words in open-ended questions, providing qualitative insight beyond numerical scores.
Question 5: What is the primary purpose of a Voice of the Customer (VoC) program?
- To train agents on communication techniques
- To systematically collect and act on customer insights and expectations (Correct answer)
- To market products based on customer demographics
- To monitor social media for brand mentions only
Correct answer: To systematically collect and act on customer insights and expectations
VoC programs systematically capture customer expectations, preferences, and pain points to drive meaningful improvements in products and services.
Question 6: In the Net Promoter Score system, which category includes customers who score 7 or 8 on the recommendation scale?
- Promoters
- Detractors
- Passives (Correct answer)
- Advocates
Correct answer: Passives
Customers scoring 7–8 are classified as 'Passives' — satisfied but not enthusiastic enough to actively promote or detract from the company.
Question 7: How is the Net Promoter Score (NPS) calculated?
- By averaging all scores and dividing by total respondents
- By subtracting the percentage of Detractors from the percentage of Promoters (Correct answer)
- By averaging Promoter and Passive scores together
- By dividing the number of complaints by total customers surveyed
Correct answer: By subtracting the percentage of Detractors from the percentage of Promoters
NPS equals the percentage of Promoters minus the percentage of Detractors; Passives are excluded from the calculation entirely.
