True False The correct answer is: True.
Author: Sara Taylor
What’s a good NPS score?
Varies by industry Anything positive 10 or above 20 or above The correct answer is: Varies by industry.
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.
True or false? A knowledge base is a type of self-service.
True False The correct answer is: True.
True or false? You should write new knowledge base articles every day.
True False The correct answer is: False.
True or false? Your customer journey map should be written from the perspective of your customer.
True False The correct answer is: True.
True or false? Each team within your company should have their own customer journey map.
True False The correct answer is: False.
Which of the following is NOT an example of an advocacy action?
Writing a case study about a customer Paying your customer to leave you a good review regardless of their actual experience. Writing a blog post about a customer Asking a customer to write you a Yelp review The correct answer is: Paying your customer to leave you a good review regardless of their actual experience.
How often should a customer effort score survey be used?
After every support interaction Quarterly Monthly After every milestone The correct answer is: After every support interaction.