
Customer Experience Quiz
Authored by Emerline Henry
Business
University
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20 questions
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1.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
A customer uses the Watsons mobile app to check product availability before visiting the store. This is an example of which stage in the PH-CX framework?
Physical Fulfilment
Digital Purchase
Digital Research
Physical Visit
2.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
KFC allows customers to order online and pick up their meals at the counter. This strategy illustrates:
Offline-only commerce
Phygital Experience
Traditional Marketing
Customer Loyalty Program
3.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
Which tool enables real-time customer interaction using text, without human intervention?
Email Support
Chatbot
Online Survey
Social Media Feed
4.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
A customer browses fashion content on Instagram, then visits the brand’s official site to buy shoes. What is the initial touchpoint?
Loyalty Phase
Consideration
Awareness
Fulfilment
5.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
A startup uses QR codes in-store to connect customers to tutorials on its website. This improves:
Online-only marketing
Metaverse applications
Digital Advertising
Digital Customer Experience
6.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
Which of the following is NOT a challenge in using chatbots?
Limited human empathy
Fast response time
Language misunderstanding
Difficulty in handling complex questions
7.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
Which best describes the role of social media in customer feedback?
One-way broadcast
Internal communication
Quick customer engagement
Replaces website functions
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