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!

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Question 1 1. On a survey to determine Net Promoter Score, respondents who respond with a 6 or lower are _____.

Question 2 2. On a survey to determine Net Promoter Score, respondents who respond with a 7 or 8 are _____.

Question 3 3. What is Net Promoter Score?

Question 4 4. Which of the following questions is the BEST fit for measuring a company's quality of resolving issues?

Question 5 5. Customer loyalty metrics will identify whether a customer _____.

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Question 6 6. _____ measures whether a customer will promote a company or refer its products and services to friends and family.

Question 7 7. Identifying potential customers and implementing marketing strategies are common processes used in _____.

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

Question 9 9. Customer acquisition tends to be more _____ than customer retention.

Question 10 10. Which is a way to track customer loyalty programs?

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Question 11 11. Which is an area that companies should analyze to determine if customer loyalty programs are successful?

Question 12 12. What can analyzing revenue tell a company about their customer loyalty program?

Question 13 13. How is customer satisfaction measured?

Question 14 14. Why is it important for companies to nurture loyal customers?

Question 15 15. What is customer satisfaction?

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Question 16 16. 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?

Question 17 17. What is the formula to calculate CLV?

Question 18 18. How does CLV impact the design of customer loyalty programs?

Question 19 19. Which type of customer do you want to know their name and remember what they like?

Question 20 20. Customer satisfaction comes from great:

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Question 21 21. Which type of customer do you want to ''hook'' by showing them around the store and giving a brief description of the company's values?

Question 22 22. Which of the following statement about Net Promoter Score is FALSE?

Question 23 23. Measuring _____ helps a company to identify whether or not they are meeting their customer service goals.

Question 24 24. Which of the following is the BEST definition of customer retention?

Question 25 25. What is a customer loyalty program?

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Question 26 26. Why would a company use focus groups as a way to measure customer satisfaction?

Question 27 27. What does the acronym 'CLV' stand for?

Question 28 28. What is the process of ensuring customers continue to come back to receive your products or services?

Question 29 29. On a survey to determine Net Promoter Score, respondents who respond with a 9 or 10 are _____.

Question 30 30. Which of the following is the BEST definition of quality metrics in customer service?

KPIs & Customer Management 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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