When customers expectations are exceeded The customers first experience When the customer feels confident they will get what they expect When the customer got what they expected The correct answer is: When the customer got what they expected.
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.
How long a rep has to respond to the ticket before an SLA breach Ticket replies from customer service agents How many other customers have filed a similar ticket All of the above The correct answer is: Ticket replies from customer service agents.