Question: If you want to know what your customer thinks about their sales experience, which feedback survey should you use?
- Customer effort score
- Customer satisfaction survey
- Net promoter score
- Customer advocacy score
Explanation
A customer satisfaction (CSAT) survey measures how satisfied a customer is with a specific interaction, such as their sales experience. HubSpot Service Hub captures CSAT responses to evaluate touchpoint quality and identify improvement areas. CSAT surveys provide immediate, actionable insights for individual experiences. They are ideal for assessing perceptions of specific processes rather than overall loyalty or effort.
Why the other options are incorrect
Customer effort score: Measures difficulty in completing tasks, not satisfaction with sales.
Net promoter score: Evaluates likelihood to recommend, not specific sales experiences.
Customer advocacy score: Focuses on identifying promoters, not satisfaction with a particular interaction.
Source for verification
HubSpot Customer Satisfaction Surveys
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