Copyright

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!

Page 1

Question 1 1. What is one form of measuring customer satisfaction?

Question 2 2. Name two ways to give a customer survey.

Question 3 3. Customer feedback should be _____ with others to gain more insight and tools for what will work best in similar situations.

Question 4 4. Customer surveys work more effectively when the survey is completed when?

Question 5 5. What are the two things a customer service representative can do to make the customer satisfied?

Page 2

Question 6 6. Why is it important to determine categories when recognizing patterns in customer feedback?

Question 7 7. Which is an example of a pattern in customer feedback?

Question 8 8. How do patterns emerge in customer feedback?

Question 9 9. How can you analyze patterns in customer feedback?

Question 10 10. What is a pattern?

Page 3

Question 11 11. Which is a way to utilize feedback?

Question 12 12. How can tracking trends in feedback help a business?

Question 13 13. Why is it important to respond to customer feedback?

Question 14 14. What two things should responses to feedback always contain?

Question 15 15. Which is the best example for responding to feedback and letting the customer know that the feedback will be used?

Page 4

Question 16 16. Why is customer feedback important?

Question 17 17. What is customer feedback?

Question 18 18. What are some benefits business owners might receive by responding to customer feedback?

Question 19 19. What is an informal way to measure customer satisfaction?

Question 20 20. What is the connection between customer feedback and customer retention?

Page 5

Question 21 21. When creating customer satisfaction surveys, the survey should _____.

Question 22 22. Why is it important for companies to nurture loyal customers?

Question 23 23. How is customer satisfaction measured?

Question 24 24. What is customer satisfaction?

Question 25 25. Why would a company use focus groups as a way to measure customer satisfaction?

Page 6

Question 26 26. Which of the following is a type of customer feedback loop?

Question 27 27. What is a customer feedback loop?

Question 28 28. Which of the following BEST describes a personal feedback loop?

Question 29 29. Which of the following is a main objective of using customer feedback loops?

Question 30 30. Which of the following is an example of a self-service feedback loop?

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!

Business 201: Customer Service  /  Business Courses
Support