CPCS Customer Feedback & Voice of Customer 3

Question 1

Which bias occurs when survey respondents tend to choose the most positive response option, skewing results upward?

Accepted Answer

Social desirability bias

Answer

Recency bias

Answer

Acquiescence bias

Answer

Response order bias

Question 2

A feedback program collects data from only customers who contact support. What population bias does this introduce?

Accepted Answer

Selection bias

Answer

Survivorship bias

Answer

Confirmation bias

Answer

Framing bias

Question 3

What is the recommended best practice when sharing VoC findings with frontline agents?

Accepted Answer

Provide aggregate trends and specific examples in a format that is actionable and non-punitive

Answer

Share only negative feedback to focus agents on improvement areas

Answer

Restrict feedback access to managers only to prevent agent anxiety

Answer

Share raw unfiltered feedback immediately without context

Question 4

Which governance practice ensures that VoC insights are consistently acted upon across an organization?

Accepted Answer

Establishing a cross-functional CX council with defined ownership of feedback topics

Answer

Centralizing all feedback in a single spreadsheet owned by marketing

Answer

Limiting VoC program access to senior leadership only

Answer

Conducting feedback reviews only after a major service failure

Question 5

A CSAT survey asks: 'How satisfied were you with your service today?' on a 1–5 scale. The CSAT score is typically calculated as:

Accepted Answer

The percentage of respondents who selected 4 or 5 out of total respondents

Answer

The mean of all responses divided by 5

Answer

The sum of all scores divided by the number of responses

Answer

The percentage of respondents who selected 3, 4, or 5

Question 6

What is a key risk of relying exclusively on quantitative feedback metrics without qualitative data?

Accepted Answer

It reveals what is happening but not why, limiting root cause analysis

Answer

It makes trend analysis impossible over time

Answer

It prevents survey distribution through digital channels

Answer

It violates data privacy regulations in most industries

Question 7

When a company acts on feedback and improves a service, communicating that change back to customers is known as:

Accepted Answer

You Said, We Did communication

Answer

Feedback amplification

Answer

Customer recovery messaging

Answer

Proactive service disclosure