HubSpot Service Hub Software Certification

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

Sara TaylorComments Off on 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.

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HubSpot Service Hub Software Certification

What is channel switching?

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Switching between responding to a customer and leaving a comment on the customer’s record in conversations. Another name for customer portal. Going from live chat to Facebook Messenger to email on a single thread. Switching from using conversations on desktop to using conversations on your mobile device. The correct answer is: Switching between responding to […]
HubSpot Service Hub Software Certification

Your manager wants to know who your primary persona is. The best feedback survey to use is:

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Net promoter score Custom feedback survey Customer effort score Customer satisfaction survey The correct answer is: Custom feedback survey.
HubSpot Service Hub Software Certification

True or false? Regardless of how long it takes, you should respond to every single customer feedback survey you receive.

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True False The correct answer is: False.