Customer Experience Quiz

What is a Customer Journey Map used for?

• To visualize the internal processes of the company

• To plot out the stages and touchpoints a customer goes through with a brand

• To design product prototypes

• To calculate more accurate market share

Which of the following is a component of an Empathy Map?

• SWOT Analysis

• Pain and Gain

• Competitor Analysis

• Distribution Channel

In which quadrant of the empathy map would you place user frustration with a product?

• Thinks and feels

• Sees

• Says and does

• Hears

What is a 'Moment of Truth' in CX?

• A critical point in the customer journey

• A company's internal meetings to set truthful goals

• A customer's first visit to the store

• The process of product evaluation

What is the 'sweet spot' in Pine and Gilmore's 4E's framework?

• A focus solely on entertainment

• A blend of educational, esthetic, escapist, and entertainment experiences

• Focus on aesthetic experiences for customers

• Overall focus on customer service

When we describe data as having reliability, it has the following quality:

• Consistency

• Accuracy

• Interpretability

• Generalisability

Which of these statements on Quantitative research are false?

• Can be collected via questionnaires

• Gives numerical expression of data

• Allows for closed and open-ended questions

• Allows for deeper probing of motives

Which discipline focuses on establishing accountability for CX initiatives?

• Governance

• Measurement

• Design

• Scaling

Which of the following best defines Customer Experience (CX)?

• The sum of all interactions a customer has with a brand

• The process of responding to customer inquiries

• A framework for managing employees

• A strategy for cost reduction

How does organisational culture influence CX?

• It determines the pricing strategy of products

• It sets the norms and values that shape employee interactions with customers

• It establishes the product distribution channel

• It has no impact on CX