In this short post we share 10 CCXP Exam Practice questions for the Voice of Customer, Customer Insight & Understanding component of the overall CCXP exam.
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:
- Customer-Centric Culture
- Voice of the Customer, Customer Insight and Understanding
- Organizational Adoption and Accountability
- Customer Experience Strategy
- Experience Design, Improvement, and Innovation
- Metrics, Measurement, and ROI
There are currently 100 questions in the official CCXP Exam.
To learn more about the CCXP credential and the CCXP exam process please visit cxpa.org.
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.
In the next section, we share 10 of our CCXP exam practice questions related specifically to the Voice of Customer, Customer Insight & Understanding competency.
These 10 questions are designed to address specific know-how expected for this competency and 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!
The 10 CCXP Exam Practice Questions
1. Most organizations do not know their Customers as well as they should because of all the following except:
a. They rely on a quantitative lens to look at Customers
b. There are too many transactional surveys
c. The organization believes that they already know what Customers want
d. Ethnographic research is not well used
2. Which of the following is the best definition of a Transactional Survey?
a. Is also known as Net Promoter Score
b. A survey that should be conducted 1x per year
c. Understands the Customer’s overall relationship with the organization
d. Understands how a Customer perceives a recent interaction
3. Which of the following is the best definition of Ethnographic Research?
a. Research that correlates satisfaction with loyalty
b. Research that seeks to identify the drivers of Customer satisfaction
c. Research that studies the Customer in their own environment
d. Research that seeks to predict future Customer behavior
4. If you only have a very short time to gather qualitative research, it might be best to:
a. Ask Employees about Customer wants and needs
b. Engage a third-party research consultancy
c. Use past data that may exist in the company
d. Do an online survey as responses come in more quickly
5. Which of the following is the best example of a Persona?
a. Corporate Customers
b. Customers who live in a specific postal code
c. Cindy, a housewife with two children
d. Customers who spend more than $X per year
6. Which of the following statements is not true?
a. Creating visual aids & methods to share Customer insight is recommended
b. Personas help employees understand the types of Customers they deal with
c. Journey maps should be complex to allow for thorough evaluation
d. Journey maps visually illustrate a persona’s activities over time
7. All the following are examples of mining unsolicited feedback except:
a. Comments on social media
b. Customer feedback to Call Centre Agents
c. Posts on review sites (TripAdvisor, Yelp)
d. Results from Transactional Surveys
8. Personas and Customer Journey Maps are best described as:
a. The ultimate outcomes for Customer Understanding & Insight work
b. Tools that help us gain insight into who our Customers are and what they do
c. Approaches based on Customer segmentation across product lines
d. Over-utilized by most major organizations
9. Watching a Customer order a product online is an example of:
a. Ethnographic research
b. Relationship Survey
c. Mystery Shopper
d. Predictive analytics
10. Turning your Customer data into a compelling picture or story helps with:
a. Getting management, employees and partners to understand the Customer better
b. Gaining buy-in for taking steps to improve or enhance the experience
c. Building empathy across the Team with the Customer’s situation
d. All the above
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 email@example.com
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:
- 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 Ord / firstname.lastname@example.org