How do you calculate NPS?
Percentage of promoters minus percentage of passives Percentage of promoters minus percentage of detractors, divided by percentage of passives Percentage
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How often should a customer effort score survey be used?
After every support interaction Quarterly Monthly After every milestone The correct answer is: After every support interaction CLICK HERE TO
Read moreWhich of the following is NOT an example of an advocacy action?
Writing a case study about a customer Paying your customer to leave you a good review regardless of their actual
Read moreYou should use custom feedback surveys when you want to understand ________.
overall customer sentiment. how easy it was to solve a problem. the satisfaction of a particular milestone. something that’s not
Read moreIf 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 The correct answer is: Customer satisfaction survey CLICK
Read moreAccording to the prioritization matrix, customer issues that are high impact and high cost should be prioritized:
Today Tomorrow Next week Next year The correct answer is: Tomorrow CLICK HERE TO DOWNLOAD FULL EXAM ANSWERS SHEET (PDF
Read moreWhat is an advocate?
Someone who gives you a score of 9 or 10 on your NPS survey Someone who helps you generate more
Read moreWhich of the following is NOT a stage in HubSpot’s feedback framework?
Improve the customer experience Establish listening posts Collect customer feedback Understand customer sentiment The correct answer is: Collect customer feedback
Read moreTrue or false? Regardless of how long it takes, you should respond to every single customer feedback survey you receive.
True False The correct answer is: False CLICK HERE TO DOWNLOAD FULL EXAM ANSWERS SHEET (PDF FORMAT) Sources: Service Hub
Read moreTrue or false? You should only ask a customer to become an advocate over the phone.
True False The correct answer is: False CLICK HERE TO DOWNLOAD FULL EXAM ANSWERS SHEET (PDF FORMAT) Sources: Service Hub
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