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Customer Feedback & Voice of Customer Flashcards

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

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

  1. Which metric directly measures a customer's likelihood to recommend a company to others?

    Answer: Net Promoter Score (NPS)

    Net Promoter Score (NPS) asks customers how likely they are to recommend the company on a 0–10 scale, making it the primary measure of referral intent.

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

    Answer: To capture customers' expectations, preferences, and aversions to improve CX

    A VoC program systematically captures customer expectations, preferences, and pain points so the organization can align products and services accordingly.

  3. A customer survey achieves a 3% response rate. Which technique is MOST likely to increase response rates?

    Answer: Shortening the survey and offering a small incentive

    Shorter surveys reduce respondent burden and incentives increase motivation, both of which are proven methods to boost response rates.

  4. Which type of customer feedback is collected without directly asking the customer a question?

    Answer: Unsolicited feedback

    Unsolicited feedback is volunteered by customers on their own initiative—such as online reviews or social media posts—without the company requesting it.

  5. When analyzing open-ended survey responses, which method is BEST for identifying recurring themes across thousands of comments?

    Answer: Sentiment analysis and text analytics software

    Sentiment analysis and text analytics software can process large volumes of qualitative data to identify patterns, themes, and sentiment at scale.

  6. A company's NPS is calculated by subtracting the percentage of Detractors from the percentage of Promoters. Customers who score 7 or 8 are classified as:

    Answer: Passives

    In the NPS framework, scores of 7–8 are classified as Passives—satisfied but not enthusiastic enough to actively promote the company.

  7. Which feedback channel is considered 'in-the-moment' because it captures sentiment immediately after an interaction?

    Answer: Post-interaction survey

    Post-interaction surveys are sent immediately after a customer interaction, capturing fresh, accurate sentiment before memory fades.