Deck 8: Get Customer Feedback

Question 1

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

Answer 1

Net Promoter Score: P-D=NPS

Question 2

Describe the three levels of commitment to feedback.

Answer 2

Reluctant-compliant, Active listener, Metrics conscious

Question 3

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

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

Answer 3

coaching.

Question 4

Open communication occurs best when:

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 5

The easiest feedback system is a customer feedback card.

Question 6

The time to gain insight from an unhappy customer is:

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 7

A business that is "reluctant compliant"will:

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 8

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

Question 9

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

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

Question 10

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.

Question 11

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

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

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.

Question 13

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

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

Question 14

The real issue when working with customer solutions is:

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 15

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

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

Question 16

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

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

Question 17

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.

Question 18

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

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