CPCS Customer Feedback & Voice of Customer

Question 1

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

Accepted Answer

Net Promoter Score (NPS)

Answer

Customer Effort Score (CES)

Answer

Customer Satisfaction Score (CSAT)

Answer

First Contact Resolution (FCR)

Question 2

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

Accepted Answer

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

Answer

To train customer service agents on communication skills

Answer

To monitor social media mentions for brand reputation

Answer

To automate customer onboarding workflows

Question 3

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

Accepted Answer

Shortening the survey and offering a small incentive

Answer

Lengthening the survey to collect more data

Answer

Sending the survey only once to avoid spam perception

Answer

Switching from email to postal mail delivery

Question 4

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

Accepted Answer

Unsolicited feedback

Answer

Survey-based feedback

Answer

Transactional feedback

Answer

Focus group feedback

Question 5

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

Accepted Answer

Sentiment analysis and text analytics software

Answer

Manual reading by a single analyst

Answer

Averaging numerical ratings only

Answer

Comparing responses to last year's survey

Question 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:

Accepted Answer

Passives

Answer

Promoters

Answer

Detractors

Answer

Loyalists

Question 7

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

Accepted Answer

Post-interaction survey

Answer

Annual satisfaction survey

Answer

Focus group discussion

Answer

Net Promoter Score benchmark study