Fill in the blank: Companies use customer journey maps to build _______ for their customers.

True or false? Customer effort score is measured on a three-point scale.

True False The correct answer is: False.

True or false? It’s best practice to match your knowledge base design with the design of your website.

True False The correct answer is: True.

Fill in the blank: You should use a customer effort score instead of a customer satisfaction survey when you want to understand __________.

Ease of completing a task Overall satisfaction vs. satisfaction at a particular moment Satisfaction at a particular moment vs. overall satisfaction Impact of a bug or outage The correct answer is: Ease of completing a task.