CERTIFIED CUSTOMER EXPERIENCE
PROFESSIONAL (CCXP) QUESTION AND
CORRECT ANSWERS (VERIFIED
ANSWERS) PLUS RATIONALES 2026 Q&A
INSTANT DOWNLOAD PDF
1. What is the primary focus of Customer Experience (CX)?
A. Improving internal efficiency
B. Reducing operational costs
C. Managing and improving customers’ perceptions across all interactions
D. Increasing short-term sales
Answer: C
Rationale: CX focuses on how customers perceive and feel about every
interaction with an organization, not just efficiency or sales.
2. Which organization administers the CCXP credential?
A. PMI
B. ASQ
C. Customer Experience Professionals Association (CXPA)
D. SHRM
Answer: C
Rationale: The CXPA is the global body that defines CX standards and awards
the CCXP certification.
, 3. Which of the following best defines a customer journey?
A. A sales funnel
B. A marketing campaign
C. The end-to-end set of interactions a customer has with an organization
D. A customer satisfaction survey
Answer: C
Rationale: A customer journey includes all touchpoints across the lifecycle, from
awareness to loyalty.
4. A touchpoint is best described as:
A. A customer complaint
B. A process map
C. Any interaction between a customer and an organization
D. A moment of delight only
Answer: C
Rationale: Touchpoints include all interactions, positive or negative, across
channels.
5. Which CX discipline focuses on understanding customer needs and
expectations?
A. CX Measurement
B. CX Design
C. CX Culture
D. Customer Understanding
Answer: D
Rationale: Customer Understanding uses research and insights to uncover
customer needs, emotions, and expectations.
, 6. Net Promoter Score (NPS) measures:
A. Customer effort
B. Customer satisfaction
C. Customer loyalty and likelihood to recommend
D. Service quality
Answer: C
Rationale: NPS is based on customers’ likelihood to recommend a brand to
others.
7. Which scale is commonly used in NPS surveys?
A. 1–5
B. 1–7
C. 0–10
D. 1–100
Answer: C
Rationale: NPS uses a 0–10 scale to classify customers as promoters, passives, or
detractors.
8. Customer Effort Score (CES) primarily measures:
A. Emotional attachment
B. Ease of doing business with an organization
C. Brand awareness
D. Employee engagement
Answer: B
Rationale: CES evaluates how much effort customers must expend to resolve
issues or complete tasks.
9. Which metric best captures emotional aspects of CX?
A. First Contact Resolution
PROFESSIONAL (CCXP) QUESTION AND
CORRECT ANSWERS (VERIFIED
ANSWERS) PLUS RATIONALES 2026 Q&A
INSTANT DOWNLOAD PDF
1. What is the primary focus of Customer Experience (CX)?
A. Improving internal efficiency
B. Reducing operational costs
C. Managing and improving customers’ perceptions across all interactions
D. Increasing short-term sales
Answer: C
Rationale: CX focuses on how customers perceive and feel about every
interaction with an organization, not just efficiency or sales.
2. Which organization administers the CCXP credential?
A. PMI
B. ASQ
C. Customer Experience Professionals Association (CXPA)
D. SHRM
Answer: C
Rationale: The CXPA is the global body that defines CX standards and awards
the CCXP certification.
, 3. Which of the following best defines a customer journey?
A. A sales funnel
B. A marketing campaign
C. The end-to-end set of interactions a customer has with an organization
D. A customer satisfaction survey
Answer: C
Rationale: A customer journey includes all touchpoints across the lifecycle, from
awareness to loyalty.
4. A touchpoint is best described as:
A. A customer complaint
B. A process map
C. Any interaction between a customer and an organization
D. A moment of delight only
Answer: C
Rationale: Touchpoints include all interactions, positive or negative, across
channels.
5. Which CX discipline focuses on understanding customer needs and
expectations?
A. CX Measurement
B. CX Design
C. CX Culture
D. Customer Understanding
Answer: D
Rationale: Customer Understanding uses research and insights to uncover
customer needs, emotions, and expectations.
, 6. Net Promoter Score (NPS) measures:
A. Customer effort
B. Customer satisfaction
C. Customer loyalty and likelihood to recommend
D. Service quality
Answer: C
Rationale: NPS is based on customers’ likelihood to recommend a brand to
others.
7. Which scale is commonly used in NPS surveys?
A. 1–5
B. 1–7
C. 0–10
D. 1–100
Answer: C
Rationale: NPS uses a 0–10 scale to classify customers as promoters, passives, or
detractors.
8. Customer Effort Score (CES) primarily measures:
A. Emotional attachment
B. Ease of doing business with an organization
C. Brand awareness
D. Employee engagement
Answer: B
Rationale: CES evaluates how much effort customers must expend to resolve
issues or complete tasks.
9. Which metric best captures emotional aspects of CX?
A. First Contact Resolution
