Question: Scenario: Your boss wants to assess how customers feel after a technician visited their home. Which survey should your boss use?
- Net promoter score
- Customer satisfaction survey
- Customer acknowledgment survey
- Customer effort score
Explanation
A customer satisfaction (CSAT) survey measures how satisfied customers are with a specific interaction, such as a technician visit. HubSpot Service Hub captures CSAT responses to evaluate service quality and identify areas for improvement. It provides immediate, actionable insights about individual experiences. CSAT focuses on specific touchpoints rather than overall loyalty or effort.
Why the other options are incorrect
Net promoter score: Measures overall likelihood to recommend, not satisfaction with a single interaction.
Customer acknowledgment survey: This is not a standard HubSpot survey type.
Customer effort score: Measures the ease of completing a task, not satisfaction with service.
Source for verification
HubSpot Customer Satisfaction Surveys
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