Question: You want to understand how easy it is for your customers to get their questions answered from your support team. The appropriate feedback survey to use is:
- Customer effort score
- Customer satisfaction survey
- Net promoter score
- Customer leadership score
Explanation
A Customer Effort Score (CES) survey measures how easy it is for customers to resolve issues or get answers from your support team. HubSpot Service Hub uses CES to identify friction points and improve processes. This survey focuses on effort, not overall satisfaction or loyalty, making it ideal for evaluating the ease of customer interactions.
Why the other options are incorrect
Customer satisfaction survey: Measures satisfaction, not the effort required.
Net promoter score: Assesses likelihood to recommend, not task difficulty.
Customer leadership score: This is not a standard HubSpot survey type.
Source for verification
HubSpot Customer Effort Score Overview
The answer(s) to the question is highlighted in the BOLD text above. You can also find more questions and answers related to the exams on the "HubSpot Service Hub Software Certification" page.