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Voice of the Customer & Feedback Management Flashcards

7 cards from real CCSP practice questions. Tap to flip, then mark Knew It or Still Learning — missed cards come back until you master them.

Read the first 7 Voice of the Customer & Feedback Management flashcards as text

  1. What is the primary purpose of a Voice of the Customer (VoC) program?

    Answer: Capture customer needs, expectations, and perceptions to drive business improvements

    VoC programs systematically capture customer feedback to align products, services, and processes with customer expectations and drive continuous improvement.

  2. Which survey metric asks customers how likely they are to recommend a company to others on a scale of 0–10?

    Answer: Net Promoter Score (NPS)

    NPS specifically asks customers to rate their likelihood of recommending the company on a 0–10 scale and categorizes respondents as Promoters, Passives, or Detractors.

  3. What does CSAT stand for in customer feedback measurement?

    Answer: Customer Satisfaction Score

    CSAT stands for Customer Satisfaction Score and measures how pleased a customer is with a specific interaction or experience, typically on a 1–5 scale.

  4. In which situation is an in-app feedback survey most effective for capturing VoC data?

    Answer: Immediately following a customer completing a specific task within the application

    In-app surveys capture contextual, real-time feedback when the experience is fresh and directly relevant to the specific task the customer just completed.

  5. Which VoC feedback collection method involves trained observers watching customers interact with a product or service without interference?

    Answer: Ethnographic research and contextual inquiry

    Ethnographic research observes customers in their natural environment to uncover unspoken needs and authentic behaviors without influencing their actions.

  6. What is the recommended best practice for the timing of a post-interaction survey?

    Answer: Send it immediately or within 24 hours after the interaction

    Sending surveys immediately or within 24 hours captures the most accurate feedback while the experience is still fresh in the customer's memory.

  7. Which VoC technique captures customer opinions expressed on review sites, social media, and forums without directly soliciting feedback?

    Answer: Social listening and unsolicited feedback analysis

    Social listening analyzes unsolicited customer opinions expressed publicly to gain authentic, unbiased insights into perceptions and experiences.