Home 10 CCXP Exam Practice Questions for Customer Research Know-How

10 CCXP Exam Practice Questions for Customer Research Know-How

Home 10 CCXP Exam Practice Questions for Customer Research Know-How

10 CCXP Exam Practice Questions for Customer Research Know-How

by OmniTouch International

In this short post we share 10 CCXP exam practice questions for Customer Research Know-How.

CCXP = Certified Customer Experience Professional.

A quick look at the official CCXP Exam

The CXPA (Customer Experience Professionals Association) has identified six (6) Customer Experience competency areas for certification and each area is covered in the official CCXP Exam.

The (6) Customer Experience competency areas are:

  1. Customer-Centric Culture
  2. Voice of the Customer, Customer Insight, and Understanding
  3. Organizational Adoption and Accountability
  4. Customer Experience Strategy
  5. Experience Design, Improvement, and Innovation
  6. Metrics, Measurement, and ROI

There are currently 100 questions in the official CCXP Exam.

While there is not a designated competency specifically for Customer Research Know-How, it’s still an important topic.

To succeed in the Metrics, Measurement & ROI competency as well as the Voice of Customer, Insight & Understanding competency, you’ll require some essential knowledge around Customer Research know-how.

In our training experience we find that unless the job role specifically involves research – such as with a Service Quality Department – understanding of Customer Research know-how is relatively low.  That’s why we cover this topic specifically in our Customer Experience workshops.

It’s possible that you would receive question(s) on Customer Research know-how when you take the official CCXP exam.

 

Our aim with sharing these practice questions

Our aim is to help and inspire folks who want to gain their CCXP credential or simply improve their understanding of Customer Experience as a business discipline.

That’s why we have developed a current bank of more than 150 practice questions with more underway.  We use these practice questions in our Customer experience training workshops as well as publish selected questions from time to time.

If you’re interested I link in the 2 earlier posts we shared – each of which covers 10 more practice questions.

10 CCXP Exam Practice Questions

CCXP Exam Practice Questions for the Customer Experience Strategy component

 

If you want to learn more about the official CCXP credential and the CCXP exam process please visit cxpa.org.

 

10 Practice Questions for Customer Research Know-How

In this section, we share 10 of our CCXP exam practice questions related to Customer Research Know-How.  These 10 questions are written in the same multiple choice format found on the official CCXP Exam.

Read through each question and choose the answer that you think is correct – that’s either a, b, c or d.

Remember that the official exam is no books, no notes. So answer as best you can from your current knowledge & experience.  Don’t look up any answers!

Here goes – and good luck!

Quiz – Customer Research Know-How

 1.  Complete this phrase, “Correlation does not equal _____________.”

a.  Causation

b.  Regression analysis

c.  The outcome of a Scatter Diagram

d.  None of the answers is correct

 

2.  Based on the image shown, which of these numbers is the mode?

 

a.  5

b.  4

c.  2

d.  The sum of all the numbers shown

 

3, What is the median for this data set?

102, 56, 34, 99, 89, 101, 10.

a.  10

b.  102

c.  None of the answers is correct

d.  89

   

4.  You earned $129, $139, $155 and $176 over the last 4 weeks. What is your average pay?

a.  $153.00

b.  $149.75

c.  $176.00

d.  $99.50

   

5.  Which of the following is the best definition of ‘Regression Analysis’?

a.  Regression Analysis refers to the most common number in a data set.

b.  Regression Analysis is a technique to assess the relationship between a dependent variable and one or more independent variables.

c.  The connection between two events or states such that one produces or brings about the other, where one is the cause and the other its effect.

d.  Regression Analysis is most often related to the average of a data set.

 

6.  Which answer is the correct interpretation of the diagram show below?

 

a.  There is a positive correlation between the mark in the general knowledge test and the IQ level

b.  There is a not positive correlation between the mark in the general knowledge test and the IQ level

c.  There is a negative correlation between the mark in the general knowledge test and the IQ level

d.  There is no correlation between the mark in the general knowledge test and the IQ level

 

7.  Which answer is the most appropriate interpretation of the diagram shown below?

                        

 

a.  There is a positive correlation between Weight and the Kilometers Run per Week

b.  There is a no correlation between Weight and the Kilometers Run per Week

c.  There is a negative correlation between Weight and the Kilometers Run per Week

d.  There is not a negative correlation between Weight and the Kilometers Run per Week

 

 8.  Which of the following is the best definition of a Confidence Interval?

a.  How close the survey results of the sample are to the actual results yielded if you were to survey the entire population

b.  The overall confidence you have that your figures are correct

c.  The percentage that indicates how sure you can be that the total population falls within the Confidence Interval

d.  None of the answers shown

 

 9.  Which of the following is the best definition of a Confidence Level?

a.  How close the survey results of the sample are to the actual results yielded if you were to survey the entire population

b.  The degree of certainty you have that your Confidence Level is correct.

c.  The percentage that indicates how sure you can be that the total population falls within the Confidence Interval

d.  None of the answers shown

 

10.  Why do most organizations survey a random sample of Customers instead of all Customers?

a.  A random sample provides more reliable information

b.  Surveying a sample of customers is less expensive

c.  The confidence interval is higher when using a random sample

d.  None of the above

End of Quiz

Would you like to know how you did?

If you’d like to know if your answers are correct we’re happy to help.

We’ve intentionally gone ‘low-tech’ here.  There’s no need to register anywhere, set-up an account or pay to access the practice questions.

Once you’ve answered all (10) questions just drop an email to me at daniel.ord@omnitouchinternational.

Let me know the question # and the answer that you chose (either a,b,c or d).

You can use the following format in your email to me:

  1. a
  2. d
  3. c
  4. c (and so on for all 10 Practice Questions)

I always do my best to answer quickly and let you know which ones you got right and which need correction.

Of course taking 10 CCXP exam practice questions won’t fully reflect the experience and effort that have gone into your Customer experience work and goals to date.

But in all these many years of running high level certification programs, we find that the more practice questions you take – and learn from – the better prepared you will be.

Thank you for reading!

Daniel

Daniel Ord / daniel.ord@omnitouchinternational.com