NCSA - National Customer Service Association Measuring Service Quality Questions and Answers

Question 1

A customer calls a support center with a complex billing issue.
The agent not only resolves the problem during the initial conversation but also explains how the customer can avoid similar issues in the future.
Which key performance indicator (KPI) does this scenario best exemplify the successful handling of?

Accepted Answer

First Contact Resolution (FCR)

Answer

Customer Effort Score (CES)

Answer

Net Promoter Score (NPS)

Answer

Average Handle Time (AHT)

Question 2

The SERVQUAL model is a widely used framework for measuring service quality by comparing customer expectations with their perceptions of the service delivered. Which of the following is NOT one of the five core dimensions of the RATER model?

Accepted Answer

Affordability

Answer

Reliability

Answer

Assurance

Answer

Tangibles

Question 3

A company calculates its Net Promoter Score (NPS) by surveying customers with the question: 'How likely are you to recommend our company to a friend or colleague?' If 60% of respondents are 'Promoters' (score 9-10), 25% are 'Passives' (score 7-8), and 15% are 'Detractors' (score 0-6), what is the company's NPS?

Accepted Answer

45

Answer

85

Answer

75

Answer

60

Question 4

A software company wants to measure how easy it is for customers to use their new online knowledge base to find answers. They send a survey immediately after a customer visits the knowledge base, asking them to rate the ease of finding the information. Which metric is most appropriate for this purpose?

Accepted Answer

Customer Effort Score (CES)

Answer

Customer Satisfaction Score (CSAT)

Answer

Net Promoter Score (NPS)

Answer

First Contact Resolution (FCR)

Question 5

Which of the following best describes the 'Reliability' dimension of the RATER model for service quality?

Accepted Answer

The ability to perform the promised service dependably and accurately.

Answer

The appearance of physical facilities, equipment, and personnel.

Answer

The willingness to help customers and provide prompt service.

Answer

The knowledge and courtesy of employees and their ability to inspire trust.

Question 6

A manager is reviewing customer feedback and notices a trend: customers are generally satisfied with the friendliness of the staff but are frequently frustrated by having to contact the company multiple times to resolve a single issue. Which two metrics would be most useful for quantifying these specific insights?

Accepted Answer

Customer Satisfaction (CSAT) and First Contact Resolution (FCR)

Answer

Net Promoter Score (NPS) and Average Handle Time (AHT)

Answer

Customer Effort Score (CES) and Net Promoter Score (NPS)

Answer

First Contact Resolution (FCR) and Tangibles Score