WorksheetsGoogle Sheets Customer Retention and Support Quiz
Total questions: 15
Worksheet time: 8mins
Name
Class
Date
1.
What does CRM stand for?
a)
Customer Review Metric
b)
Customer Relationship Management
c)
Client Retention Model
d)
Contact Record Map
2.
Which metric is used to measure customer satisfaction with a product or service?
(a)
3.
What does NPS stand for?
a)
Net Product Score
b)
Net Purchase Satisfaction
c)
Net Promoter Score
d)
Net Priority Survey
4.
Which KPI is calculated as: cases solved on first call ÷ total cases?
a)
ART
b)
CSAT
c)
FCR
d)
CHS
5.
What term describes when a customer stops using a product or cancels a subscription?
(a)
6.
Which KPI shows how quickly customer support resolves cases?
a)
FCR
b)
ART
c)
CSAT
d)
NPS
7.
Which of the following KPIs are used to evaluate customer support performance?
a)
FCR
b)
Refund rate
c)
Average response time
d)
Bounce rate
8.
What does the Customer Health Score (CHS) aim to measure?
(a)
9.
Which analysis groups customers based on the same start date?
a)
Retention clustering
b)
Acquisition timing
c)
Cohort analysis
d)
Loyalty segmentation
10.
What is one benefit of using RFM segmentation?
a)
Tracks ad spending
b)
Improves UI design
c)
Enables targeted campaigns
d)
Reduces ticket volume
11.
What is the formula for churn rate?
a)
customers lost ÷ customers at start
b)
customers gained ÷ customers lost
c)
customers lost ÷ total market size
d)
revenue lost ÷ revenue gained
e)
sessions ÷ customers lost
12.
Which KPI tracks additional revenue from upsells and cross-sells?
a)
Net MRR
b)
Contraction MRR
c)
Expansion MRR
d)
Refund rate
13.
What is the result of subtracting churn MRR from expansion MRR?
(a)
14.
Which of the following is NOT part of the Customer Health Score components?
a)
Frequency
b)
Refund rate
c)
Breadth
d)
Depth
15.
What KPI asks “How likely are you to recommend us to a friend?”
(a)
100 %
