Customer Experience Surveys - Exam 1 with 100% correct solutions 2024

why is customer experience important? correct answersit costs 5-10x more to get a new customer 5% increase in customer retention = ______ increase in profitability correct answers25-85% What is important to customers? How are we performing? What should we fix or improve? these are correct answersCX research objectives what allows us to compare ourselves to everyone in the industry, is the outside benchmark of performance across companies and industries, the single recommend question, and percentage (not average) of customers falling into the different loyalty groups correct answersnet promoter score (NPS) what is the NPS question? correct answersHow likely is it that you would recommend our company/product/service to a friend or colleague? what is the scale used in net promoter score? correct answers0-10 (11 point scale) what is a common NPS mistake correct answersnot using an 11 point scale who are the NPS promoters? correct answers9, 10 who are the NPS passives? correct answers8, 7 who are the NPS detractors? correct answers6 and under what is the NPS formula? correct answers(% of promoters - % of detractors) Attributes are __________ _________ correct answersindependent variables what is the 4 step process of formulating CX Attributes? correct answers1. what are the key drivers of CX? 2. Customer and manager perspective 3. wording just right 4. did you miss any attributes? "welcome" Use a graphic/company logo This is important