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Interpreting Customer Service Metrics Chapter Exam

Exam Instructions:

Choose your answers to the questions and click 'Next' to see the next set of questions. You can skip questions if you would like and come back to them later with the yellow "Go To First Skipped Question" button. When you have completed the practice exam, a green submit button will appear. Click it to see your results. Good luck!

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Question 1 1. Which of the following is the BEST example of how customer service metrics can inform improvements of OTHER areas of the business?

Question 2 2. Which approach to organizing and analyzing metric data would you use to present the information to all employees?

Question 3 3. What is an advantage of using a software system to analyze data from metrics?

Question 4 4. Why would you use Excel to organize and analyze metric data?

Question 5 5. How can call center metrics such as wait times correlate with customer satisfaction?

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Question 6 6. A business improvement plan _____

Question 7 7. Which of the following is the BEST example of how customer service metrics data can help build the business improvement plan?

Question 8 8. _____ are measured in order to evaluate a company's customer service.

Question 9 9. The information collected from customer service metrics is known as _____.

Question 10 10. When looking at customer satisfaction surveys, you _____.

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Question 11 11. What is a way to organize and analyze data from customer service metrics?

Question 12 12. What is a balanced scorecard?

Question 13 13. How can metrics link customer satisfaction and success?

Question 14 14. What is an example of a customer service metric?

Question 15 15. How can you improve customer service metrics?

Interpreting Customer Service Metrics Chapter Exam Instructions

Choose your answers to the questions and click 'Next' to see the next set of questions. You can skip questions if you would like and come back to them later with the yellow "Go To First Skipped Question" button. When you have completed the practice exam, a green submit button will appear. Click it to see your results. Good luck!

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