CPCS Customer Feedback & Voice of Customer 2

Question 1

What does the Customer Effort Score (CES) measure?

Accepted Answer

How easy it was for the customer to get their issue resolved

Answer

How emotionally satisfied the customer felt during an interaction

Answer

How likely the customer is to make a repeat purchase

Answer

How well the agent followed the service script

Question 2

Which of the following is a CLOSED-LOOP feedback process?

Accepted Answer

Contacting dissatisfied customers directly to resolve their issue after receiving negative feedback

Answer

Collecting CSAT scores and storing them in a database

Answer

Publishing aggregate survey results on the company website

Answer

Sharing feedback reports with the executive team quarterly

Question 3

A company uses journey mapping as part of its VoC program. What is the MAIN benefit of mapping the customer journey?

Accepted Answer

It visualizes the end-to-end customer experience to identify pain points and moments of truth

Answer

It automates customer feedback collection at every touchpoint

Answer

It replaces the need for quantitative feedback surveys

Answer

It tracks individual agent performance across channels

Question 4

Which feedback approach is MOST useful for exploring the 'why' behind low satisfaction scores?

Accepted Answer

Structured focus groups or in-depth interviews

Answer

Large-scale quantitative surveys

Answer

Real-time CSAT pop-up surveys

Answer

Automated complaint routing systems

Question 5

Social listening as a VoC method involves monitoring:

Accepted Answer

What customers say about the brand organically on social media and online forums

Answer

Internal employee feedback submitted through HR portals

Answer

Customer phone call transcripts for compliance review

Answer

Agent performance scores on internal dashboards

Question 6

When benchmarking NPS results, what is the MOST meaningful comparison a company should make?

Accepted Answer

Comparing their NPS only to direct competitors within the same industry

Answer

Comparing their NPS to the global average across all industries

Answer

Comparing their NPS to the highest-scoring company in any industry

Answer

Comparing their NPS to their own score from a previous period

Question 7

Which action BEST demonstrates that an organization is effectively using VoC data?

Accepted Answer

Embedding customer feedback insights into product development and service design decisions

Answer

Publishing raw survey results in the annual report

Answer

Assigning feedback ownership to a single department

Answer

Responding to all online reviews within 48 hours