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Utilizing Customer Feedback in Customer Service 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. Why is customer feedback important?

Question 2 2. What is customer feedback?

Question 3 3. What is an informal way to measure customer satisfaction?

Question 4 4. What is the connection between customer feedback and customer retention?

Question 5 5. What are some benefits business owners might receive by responding to customer feedback?

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Question 6 6. What is customer satisfaction?

Question 7 7. When creating customer satisfaction surveys, the survey should _____.

Question 8 8. How is customer satisfaction measured?

Question 9 9. Why would a company use focus groups as a way to measure customer satisfaction?

Question 10 10. Why is it important for companies to nurture loyal customers?

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Question 11 11. Which is an example of a pattern in customer feedback?

Question 12 12. How do patterns emerge in customer feedback?

Question 13 13. How can you analyze patterns in customer feedback?

Question 14 14. Why is it important to determine categories when recognizing patterns in customer feedback?

Question 15 15. What is a pattern?

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Question 16 16. Which of the following is an example of a self-service feedback loop?

Question 17 17. Which of the following is a type of customer feedback loop?

Question 18 18. Which of the following is a main objective of using customer feedback loops?

Question 19 19. What is a customer feedback loop?

Question 20 20. Which of the following BEST describes a personal feedback loop?

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Question 21 21. Why is it important to respond to customer feedback?

Question 22 22. Which is a way to utilize feedback?

Question 23 23. Which is the best example for responding to feedback and letting the customer know that the feedback will be used?

Question 24 24. What two things should responses to feedback always contain?

Question 25 25. How can tracking trends in feedback help a business?

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Question 26 26. Customer feedback should be _____ with others to gain more insight and tools for what will work best in similar situations.

Question 27 27. Customer surveys work more effectively when the survey is completed when?

Question 28 28. Name two ways to give a customer survey.

Question 29 29. What is one form of measuring customer satisfaction?

Question 30 30. What are the two things a customer service representative can do to make the customer satisfied?

Utilizing Customer Feedback in Customer Service 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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