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KPIs & Customer Management 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!

Page 1

Question 1 1. Why is it important for companies to nurture loyal customers?

Question 2 2. When creating customer satisfaction surveys, the survey should _____.

Question 3 3. What is customer satisfaction?

Question 4 4. How is customer satisfaction measured?

Question 5 5. Customer acquisition tends to be more _____ than customer retention.

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Question 6 6. Which of the following is the BEST definition for customer acquisition?

Question 7 7. Which of the following is the BEST definition of customer retention?

Question 8 8. Quality of services provided AND loyalty programs are processes of _____.

Question 9 9. What word could you use to replace 'value' in (average value of a sale)?

Question 10 10. Imagine a manager is calculating the CLV for a movie theater in a college town. They assume new customers visit twice a month, stay in town for an average of four years (since they are college students), and on average the movie theater makes $6 per transaction, what is the CLV?

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Question 11 11. What is the formula to calculate CLV?

Question 12 12. How does CLV impact the design of customer loyalty programs?

Question 13 13. Measuring _____ helps a company to identify whether or not they are meeting their customer service goals.

Question 14 14. Customer loyalty metrics will identify whether a customer _____.

Question 15 15. Which of the following is the BEST definition of quality metrics in customer service?

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Question 16 16. _____ measures whether a customer will promote a company or refer its products and services to friends and family.

Question 17 17. Which is an example of a punch card or frequency program that rewards customer loyalty?

Question 18 18. Which is an area that companies should analyze to determine if customer loyalty programs are successful?

Question 19 19. What is a customer loyalty program?

Question 20 20. Which is a way to track customer loyalty programs?

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Question 21 21. High _____ means that the customers are happy and pleased with service provided.

Question 22 22. Which type of customer do you want to know their name and remember what they like?

Question 23 23. What is the process of ensuring customers continue to come back to receive your products or services?

Question 24 24. Customer satisfaction comes from great:

Question 25 25. Which of the following statement about Net Promoter Score is FALSE?

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Question 26 26. On a survey to determine Net Promoter Score, respondents who respond with a 9 or 10 are _____.

Question 27 27. On a survey to determine Net Promoter Score, respondents who respond with a 6 or lower are _____.

Question 28 28. What is Net Promoter Score?

Question 29 29. Why would a company use focus groups as a way to measure customer satisfaction?

Question 30 30. Identifying potential customers and implementing marketing strategies are common processes used in _____.

KPIs & Customer Management Chapter Exam Instructions

Choose your answers to the questions and click 'Next' to see the next question. You can skip questions if you would like and come back to them later with the "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. You will lose your work if you close or refresh this page. Good luck!

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