Question 1

The easiest feedback system is a customer feedback card.

Accepted Answer

A) True 
 B)False  True

Question 2

Define and explain the NPS formula and how it applies to customer satisfaction.

Accepted Answer

Net Promoter Score (NPS) is a metric used to measure customer satisfaction and loyalty. It is based on the simple question, "On a scale of 0-10, how likely is it that you would recommend our company/product/service to a friend or colleague?"

The NPS formula is calculated by categorizing respondents into three groups based on their rating:
- Promoters (score 9-10): These are customers who are highly satisfied and loyal, and are likely to recommend the company to others.
- Passives (score 7-8): These customers are satisfied, but not necessarily loyal or enthusiastic. They may be easily swayed by competitors.
- Detractors (score 0-6): These customers are unhappy and unlikely to recommend the company. They may even discourage others from using the company's products or services.

To calculate the NPS, the percentage of detractors is subtracted from the percentage of promoters. The formula is: NPS = % Promoters - % Detractors.

The NPS can range from -100 to +100, with a higher score indicating higher customer satisfaction and loyalty. It provides businesses with a clear measure of how their customers perceive their company, and can be used to identify areas for improvement and track changes in customer sentiment over time.

Overall, the NPS formula provides a simple yet effective way to gauge customer satisfaction and loyalty, and it can be a valuable tool for businesses to improve their offerings and customer experience.

Question 3

What percent of customers whose complaints are dealt with report a willingness to do business with a company again?

Accepted Answer

A)  30-70% 
B)  40-90% 
C)  20-35% 
D)  50-80% 
A)  30-70% 
B)  40-90% 
C)  20-35% 
D)  50-80% D

Question 4

To run an effective focus group, you need to hire a professional with experience in handling groups of people and balancing the feedback from the participants.

Accepted Answer

A) True 
 B)False

Question 5

An active listener company will listen to complaints, but will do little to implement improvements.

Accepted Answer

A) True 
 B)False

Question 6

The author argues that feedback can be seen as a form of

Accepted Answer

A)  coaching. 
B)  complaining. 
C)  unwanted input. 
D)  argument. 
A)  coaching. 
B)  complaining. 
C)  unwanted input. 
D)  argument.

Question 7

If customers fear a debate every time they voice a concern they will:

Accepted Answer

A)  quit giving feedback. 
B)  go someplace else. 
C)  quit working with you. 
D)  all of the above 
A)  quit giving feedback. 
B)  go someplace else. 
C)  quit working with you. 
D)  all of the above

Question 8

The real issue when working with customer solutions is:

Accepted Answer

A)  making sure the customer feels justified and helped. 
B)  not whether the customer is right. 
C)  both A and B 
D)  neither A nor B 
A)  making sure the customer feels justified and helped. 
B)  not whether the customer is right. 
C)  both A and B 
D)  neither A nor B

Question 9

A business that is "reluctant compliant"will:

Accepted Answer

A)  comply with the rules of customer service. 
B)  require reluctant employees to comply with customer satisfaction measures. 
C)  make a half-hearted effort at customer service. 
D)  be reluctant to assist customers. 
A)  comply with the rules of customer service. 
B)  require reluctant employees to comply with customer satisfaction measures. 
C)  make a half-hearted effort at customer service. 
D)  be reluctant to assist customers.

Question 10

Which of the following strategies is NOT a great method of soliciting feedback?

Accepted Answer

A)  Mystery shoppers 
B)  Customer surveys 
C)  Explorer groups 
D)  All of the above strategies can be used for soliciting feedback 
A)  Mystery shoppers 
B)  Customer surveys 
C)  Explorer groups 
D)  All of the above strategies can be used for soliciting feedback

Question 11

Open communication occurs best when:

Accepted Answer

A)  people feel their opinions are valued. 
B)  people feel they will be rewarded, or at least not punished, for their opinions. 
C)  both A and B 
D)  neither A nor B 
A)  people feel their opinions are valued. 
B)  people feel they will be rewarded, or at least not punished, for their opinions. 
C)  both A and B 
D)  neither A nor B

Question 12

One reason that customer feedback cards are not effective is that customers only fill them out when they are bored while waiting for service.

Accepted Answer

A) True 
 B)False

Question 13

Handling complaints from two to three dissatisfied people will save how many possible defections?

Accepted Answer

A)  10-20 
B)  50-60 
C)  70-80 
D)  30-40 
A)  10-20 
B)  50-60 
C)  70-80 
D)  30-40

Question 14

The time to gain insight from an unhappy customer is:

Accepted Answer

A)  after they have had time to organize their thoughts. 
B)  at the time of the problem. 
C)  when they can clearly articulate their thoughts. 
D)  when they are no longer angry about the problem. 
A)  after they have had time to organize their thoughts. 
B)  at the time of the problem. 
C)  when they can clearly articulate their thoughts. 
D)  when they are no longer angry about the problem.

Question 15

The three-step process for acting on complaints does NOT include:

Accepted Answer

A)  feeling empathy. 
B)  restating the problem. 
C)  offering something more to exceed expectations. 
D)  resolving the problem. 
A)  feeling empathy. 
B)  restating the problem. 
C)  offering something more to exceed expectations. 
D)  resolving the problem.

Question 16

Describe the three levels of commitment to feedback.

Accepted Answer

The three levels of commitment to feedba

Question 17

A quick response to a customer's problem should convey your:

Accepted Answer

A)  willingness to fix it. 
B)  happy attitude. 
C)  desire to keep the customer. 
D)  commitment to quality. 
A)  willingness to fix it. 
B)  happy attitude. 
C)  desire to keep the customer. 
D)  commitment to quality.

Question 18

Customers whose complaints are heard and acted upon are more likely to continue being loyal to you than those who do not have a complaint of the first place-even if you cannot fully fix their complaint.

Accepted Answer

A) True 
 B)False

The easiest feedback system is a customer feedback card.

Define and explain the NPS formula and how it applies to customer satisfaction.

What percent of customers whose complaints are dealt with report a willingness to do business with a company again?

To run an effective focus group, you need to hire a professional with experience in handling groups of people and balancing the feedback from the participants.

An active listener company will listen to complaints, but will do little to implement improvements.

The author argues that feedback can be seen as a form of

If customers fear a debate every time they voice a concern they will:

The real issue when working with customer solutions is:

A business that is "reluctant compliant"will:

Which of the following strategies is NOT a great method of soliciting feedback?

Open communication occurs best when:

One reason that customer feedback cards are not effective is that customers only fill them out when they are bored while waiting for service.

Handling complaints from two to three dissatisfied people will save how many possible defections?

The time to gain insight from an unhappy customer is:

The three-step process for acting on complaints does NOT include:

Describe the three levels of commitment to feedback.

A quick response to a customer's problem should convey your:

Customers whose complaints are heard and acted upon are more likely to continue being loyal to you than those who do not have a complaint of the first place-even if you cannot fully fix their complaint.

Know Why Service Matters

Use Behaviors That Engage Your Customers

Listen to Your Customer a Big Little Thing

Use the Telephone Well for Good Service

Use Friendly Web Sites and Electronic Communication

Recognize and Deal With Customer Turnoffs

Insight Into Emerging Trends in Customer Service

Recover the Potentially Lost Customer

Exceed Expectations With Value

Exceed Customer Expectations With Information

Exceed Customer Expectations With Convenience and Timing

Dealing With Emotional Labor

Get Employees to Give Great Service

Filters

Exam 8: Get Customer Feedback

The easiest feedback system is a customer feedback card.

Define and explain the NPS formula and how it applies to customer satisfaction.

What percent of customers whose complaints are dealt with report a willingness to do business with a company again?

To run an effective focus group, you need to hire a professional with experience in handling groups of people and balancing the feedback from the participants.

An active listener company will listen to complaints, but will do little to implement improvements.

The author argues that feedback can be seen as a form of

If customers fear a debate every time they voice a concern they will:

The real issue when working with customer solutions is:

A business that is "reluctant compliant"will:

Which of the following strategies is NOT a great method of soliciting feedback?

Open communication occurs best when:

One reason that customer feedback cards are not effective is that customers only fill them out when they are bored while waiting for service.

Handling complaints from two to three dissatisfied people will save how many possible defections?

The time to gain insight from an unhappy customer is:

The three-step process for acting on complaints does NOT include:

Describe the three levels of commitment to feedback.

A quick response to a customer's problem should convey your:

Customers whose complaints are heard and acted upon are more likely to continue being loyal to you than those who do not have a complaint of the first place-even if you cannot fully fix their complaint.

Know Why Service Matters

Use Behaviors That Engage Your Customers

Listen to Your Customer a Big Little Thing

Use the Telephone Well for Good Service

Use Friendly Web Sites and Electronic Communication

Recognize and Deal With Customer Turnoffs

Insight Into Emerging Trends in Customer Service

Recover the Potentially Lost Customer

Exceed Expectations With Value

Exceed Customer Expectations With Information

Exceed Customer Expectations With Convenience and Timing

Dealing With Emotional Labor

Get Employees to Give Great Service

Filters