According to the prioritization matrix, customer issues that are high impact and high cost should be prioritized:

Fill in the blank: You should use NPS instead of 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: Overall satisfaction vs. satisfaction at a particular moment.

All of the following are stages of troubleshooting EXCEPT:

Understand the issue Find relevant context Diagnose the problem Ask for help The correct answer is: Ask for help.

Which of the following is NOT a step when establishing listening posts?

Define your customer journey Align survey methods and goals Collect feedback Analyze feedback The correct answer is: Analyze feedback.