Percentage of promoters minus percentage of passives Percentage of promoters minus percentage of detractors, divided by percentage of passives Percentage of promoters minus percentage of detractors Percentage of promoters The correct answer is: Percentage of promoters minus percentage of detractors.
Author: Sara Taylor
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.
All of following are appropriate ways you can encourage folks to fill out your feedback surveys EXCEPT:
Offer incentives like a five dollar gift card Keep your surveys short and to the point Email customers daily until they fill out the survey Offer surveys via multiple channels The correct answer is: Email customers daily until they fill out the survey.
Scenario: Your boss wants to assess how customers feel after a technician visited their home. Which survey should your boss use?
Net promoter score Customer satisfaction survey Customer acknowledgment survey Customer effort score The correct answer is: Customer satisfaction survey.
Fill in the blank: Reach out to your ______ to ask them to complete advocacy actions.
promoters detractors passives marketing team The correct answer is: promoters.
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.
In HubSpot, help desk is comprised of all of the following tools EXCEPT:
Reporting Automation Knowledge base Tickets The correct answer is: Knowledge base.
Fill in the blank: When responding to a customer, you should use an email template to______.
answer a generic question answer a complicated question insert a knowledge base article transfer the email The correct answer is: answer a generic question.
All of the following are reasons to @ mention someone on a ticket record EXCEPT:
To escalate a ticket As an FYI To transfer ticket ownership To email the customer The correct answer is: To transfer ticket ownership.
What is a snippet?
A reusable text block An email template The bit of text on a ticket record A ticket The correct answer is: A reusable text block.