Page 1 of 81
Customer XM (CX) Expert Qualtrics Certificate
Exam ALL 300 QUESTIONS AND CORRECT
ANSWERS LATEST UPDATE THIS YEAR
QUESTION: You wish to gain a better understanding of your customer's perspective in their own
words. What question type will best enable you to do this?
Text/Graphic
Text Entry
Form Field - ANSWER-Text Entry
QUESTION: What is NPS? - ANSWER-NPS (Net Promoter Score) measures how likely a customer
is to recommend your organization to a friend or colleague.
It is broken down into 3 groups:
0-6: Detractor
7-8: Passive
1
, Page 2 of 81
9-10: Promoter
The NPS® score is then calculated as (% of promoters - % of detractors). This score, which can
range from -100 to 100 is what is commonly reported.
QUESTION: What are some cons of using NPS? Select all that apply:
Broad appeal
Requires a large sample size (1000+)
Too much effort is focused on eliminating Detractors instead of creating Promoters
Likelihood to recommend is often correlated with business objectives
2
, Page 3 of 81
Regional differences and customer segment differences can vary widely - ANSWER-Requires a
large sample size (1000+)
Too much effort is focused on eliminating Detractors instead of creating Promoters
Regional differences and customer segment differences can vary widely
Broad appeal and Likelihood to recommend is often correlated with business objective are both
pros
QUESTION: What is CSAT? - ANSWER-CSAT (customer satisfaction) is a metric that customers
can use to rate their overall satisfaction with the experience. It is typically captured on a five to
seven point scale, where the scale increments from Extremely Dissatisfied to Extremely
Satisfied
QUESTION: What is the typical structure of a CX survey? - ANSWER-1. Survey Preamble
2. Collection of an Overall Metric (NPS or CSAT)
3
, Page 4 of 81
3. Key Drivers (specific elements that defined a customer's experience)
4. Open-Ended Feedback
5. Operational Data (demographic info, company info, employees worked with, etc.)
QUESTION: When should you use a Branch instead of Display Logic? - ANSWER-Branches are
helpful when you need to either show or hide an entire block of questions to respondents
based on a condition. You could apply the same Display Logic to 20 consecutive questions, for
example, but using a Branch to accomplish the same outcome is much more efficient. Branches
can also be used with other Survey flow elements besides Blocks of questions. Display Logic can
only be applied to questions.
Q; Which of the following does NOT describe the nature of Topics analyzed under the Text Tab?
Can be built in before responses are recorded
Can be used in filters
4
Customer XM (CX) Expert Qualtrics Certificate
Exam ALL 300 QUESTIONS AND CORRECT
ANSWERS LATEST UPDATE THIS YEAR
QUESTION: You wish to gain a better understanding of your customer's perspective in their own
words. What question type will best enable you to do this?
Text/Graphic
Text Entry
Form Field - ANSWER-Text Entry
QUESTION: What is NPS? - ANSWER-NPS (Net Promoter Score) measures how likely a customer
is to recommend your organization to a friend or colleague.
It is broken down into 3 groups:
0-6: Detractor
7-8: Passive
1
, Page 2 of 81
9-10: Promoter
The NPS® score is then calculated as (% of promoters - % of detractors). This score, which can
range from -100 to 100 is what is commonly reported.
QUESTION: What are some cons of using NPS? Select all that apply:
Broad appeal
Requires a large sample size (1000+)
Too much effort is focused on eliminating Detractors instead of creating Promoters
Likelihood to recommend is often correlated with business objectives
2
, Page 3 of 81
Regional differences and customer segment differences can vary widely - ANSWER-Requires a
large sample size (1000+)
Too much effort is focused on eliminating Detractors instead of creating Promoters
Regional differences and customer segment differences can vary widely
Broad appeal and Likelihood to recommend is often correlated with business objective are both
pros
QUESTION: What is CSAT? - ANSWER-CSAT (customer satisfaction) is a metric that customers
can use to rate their overall satisfaction with the experience. It is typically captured on a five to
seven point scale, where the scale increments from Extremely Dissatisfied to Extremely
Satisfied
QUESTION: What is the typical structure of a CX survey? - ANSWER-1. Survey Preamble
2. Collection of an Overall Metric (NPS or CSAT)
3
, Page 4 of 81
3. Key Drivers (specific elements that defined a customer's experience)
4. Open-Ended Feedback
5. Operational Data (demographic info, company info, employees worked with, etc.)
QUESTION: When should you use a Branch instead of Display Logic? - ANSWER-Branches are
helpful when you need to either show or hide an entire block of questions to respondents
based on a condition. You could apply the same Display Logic to 20 consecutive questions, for
example, but using a Branch to accomplish the same outcome is much more efficient. Branches
can also be used with other Survey flow elements besides Blocks of questions. Display Logic can
only be applied to questions.
Q; Which of the following does NOT describe the nature of Topics analyzed under the Text Tab?
Can be built in before responses are recorded
Can be used in filters
4
