10 CCXP Exam Practice Questions for Voice of Customer

Dietmar Gross, Briefwechsel

Check your fundamental understanding with these CCXP Exam practice questions for Voice of Customer

In this post you will find 10 CCXP Exam practice questions for the Voice of Customer competency in the overall CCXP exam.

These CCXP Exam practice questions are excerpted from our ‘Customer Experience Management & CCXP Exam Preparation’ training course.

We help people around the world better understand Customer Experience and prepare to take their Certified Customer Experience Professional Exam and we hope you find these practice questions helpful!

 

A quick look at the official CCXP Exam

The Customer Experience Professionals Association (CXPA) identified five Customer Experience competencies.

Here are the (5) Customer Experience competencies:

  1. Customer Experience Strategy
  2. Customer Insights & Understanding
  3. Design, Implementation & Innovation
  4. Metrics, Measurement & ROI
  5. Culture & Accountability

 

There are currently 100 questions in the official CCXP Exam.

In this post we share 10 CCXP practice questions for Voice of Customer competency.

They are designed to address specific know-how related to this competency and are written in the same multiple choice format found on the official CCXP Exam.

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

There is one correct answer for each practice question.

Remember that the official exam is no books, no notes.  So answer as best you can from your current knowledge & experience.

 

The 10 CCXP Exam Practice Questions for Voice of Customer

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 on the 10 CCXP practice questions for Voice of Customer?

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

And 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 protected]

Because we have a number of different practice question sets out there please tell me which set of practice questions you’ve taken.  These practice questions are for Voice of Customer.

Then 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.

 https://www.omnitouchinternational.com/10-ccxp-exam-practice-questions-for-experience-design/

 

Thank you for taking the practice questions!

If you’d like to take more practice questions in other competencies just visit the Blog on our website at www.omnitouchinternational.com

We have put quite a few practice questions there.

And if you’d like to stay in touch with our posts, activities and events send us your email or add it in the Subscribe button on our website.

Daniel Ord

[email protected] / www.omnitouchinternational.com

Daniel Ord teaches CX

 

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