NCSA Measuring Service Quality 2 — Questions and Answers
Question 1: Which metric measures the percentage of customer issues resolved on the first contact without escalation?
- Average Handle Time
- First Contact Resolution (FCR) (Correct answer)
- Net Promoter Score
- Customer Satisfaction Score
Correct answer: First Contact Resolution (FCR)
First Contact Resolution (FCR) tracks the percentage of issues resolved during the initial interaction, reducing repeat contacts and costs.
Question 2: A company's CSAT score dropped from 87% to 79% after a policy change. What does this most directly indicate?
- Customer churn has increased
- Customers are less satisfied with the service experience (Correct answer)
- Employee performance has declined
- The NPS benchmark has shifted
Correct answer: Customers are less satisfied with the service experience
CSAT directly measures satisfaction with a specific interaction or experience, so a drop signals customers are less pleased following the policy change.
Question 3: What is the primary purpose of benchmarking in customer service quality measurement?
- To set employee compensation levels
- To compare performance against industry standards or competitors (Correct answer)
- To automate customer feedback collection
- To reduce the cost of service delivery
Correct answer: To compare performance against industry standards or competitors
Benchmarking allows organizations to evaluate their performance relative to industry standards, best practices, or competitors.
Question 4: Which type of survey asks customers to rate their experience immediately after an interaction?
- Annual relationship survey
- Post-transaction survey (Correct answer)
- Mystery shopper evaluation
- Employee satisfaction survey
Correct answer: Post-transaction survey
Post-transaction surveys capture feedback while the experience is fresh, yielding the most accurate recall of that specific interaction.
Question 5: A high volume of repeat contacts for the same issue is most likely a symptom of what quality problem?
- Overstaffing during peak hours
- Poor first contact resolution (Correct answer)
- Excessive average handle time
- Low employee engagement scores
Correct answer: Poor first contact resolution
When customers must call back repeatedly for the same problem, it signals that issues are not being fully resolved on first contact.
Question 6: Which of the following best describes 'voice of the customer' (VoC) programs?
- Internal quality audits conducted by supervisors
- Systematic processes for capturing customer feedback and insights (Correct answer)
- Social media marketing campaigns targeting customers
- Scripts used by agents during calls
Correct answer: Systematic processes for capturing customer feedback and insights
VoC programs systematically gather, analyze, and act on customer feedback to improve products, services, and experiences.
Question 7: When analyzing service quality data, what does a statistically significant result mean?
- The finding is practically important to management
- The result is unlikely to have occurred by chance alone (Correct answer)
- The sample size was very large
- All customers agreed with the finding
Correct answer: The result is unlikely to have occurred by chance alone
Statistical significance means the observed result is unlikely due to random chance, giving confidence the finding reflects a true pattern.
NCSA Measuring Service Quality 2
Which metric measures the percentage of customer issues resolved on the first contact without escalation?