Author name: Pankaj Jangir

Question: True or false? You could use an NPS survey to assess overall sentiment of your employees. True False Explanation

Question: True or false? When writing custom feedback surveys, use a variety of open-ended and closed-ended questions. True False Explanation

Question: True or false? Customer effort score is measured on a three-point scale. True False Explanation Customer Effort Score (CES)

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

Question: What is an advocate? Someone who gives you a score of 9 or 10 on your NPS survey Someone

Question: According to the prioritization matrix, customer issues that are high impact and high cost should be prioritized: Today Tomorrow

Question: If you want to know what your customer thinks about their sales experience, which feedback survey should you use?

Question: You should use custom feedback surveys when you want to understand ________. overall customer sentiment. how easy it was

Question: Which of the following is NOT an example of an advocacy action? Writing a case study about a customer

Question: How often should a customer effort score survey be used? After every support interaction Quarterly Monthly After every milestone

Question: What’s a good NPS score? Varies by industry Anything positive 10 or above 20 or above Explanation A “good”

Question: All of following are appropriate ways you can encourage folks to fill out your feedback surveys EXCEPT: Offer incentives