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WorksheetsLO3 Level 5 E&E
Total questions: 15
Worksheet time: 8mins
Why is it important for an entrepreneur to obtain customer feedback?
To make more money.
To improve products or services and build customer loyalty.
To find out what competitors are doing.
To get complaints.
Which of the following is an example of a proactive method for obtaining customer feedback?
Waiting for a customer to complain.
Sending out a follow-up survey after a purchase.
Only listening to feedback on social media.
Ignoring customer comments unless they are positive.
A reactive feedback system is one where the entrepreneur:
Actively seeks out customer opinions.
Responds only when a customer initiates contact.
Doesn't bother with feedback.
Only reacts to positive comments.
What is the main purpose of a customer feedback 'loop'?
To get as much feedback as possible.
To continuously collect feedback, analyse it, act on it, and then inform customers of the changes.
To create a loop of complaints.
To only respond to feedback on the same day it's received.
Which of these is a qualitative form of feedback?
A rating of 5 out of 5 on a survey.
A customer's written review describing their experience.
The number of clicks on a feedback button.
A score on a Net Promoter Score (NPS) question.
Why is it beneficial to offer incentives (e.g., a discount) for customers to provide feedback?
It forces customers to give you good reviews.
It encourages a higher response rate.
It's a cheap way to get customers.
It shows customers that you don't value their opinions.
A customer survey that asks 'How satisfied are you with our service on a scale of 1 to 10?' is an example of collecting what type of data?
Qualitative data.
Narrative data.
Quantitative data.
Anecdotal data.
When you receive feedback, what is the next logical step in the feedback loop?
Put the feedback in a drawer and forget about it.
Ignore it unless it's a positive comment.
Analyse the feedback to identify trends or common issues.
Immediately call every customer who provided feedback.
Which of these methods allows for immediate, on-the-spot feedback?
A yearly customer satisfaction survey.
A 'How did we do?' card at the point of sale.
A detailed email survey sent a month later.
A focus group.
What is the primary benefit of publicly responding to positive feedback on social media?
It shows your business is friendly and appreciates its customers, which can attract new ones.
It makes competitors jealous.
It proves that your business is perfect.
It means you don't have to respond to negative feedback.
What is a benefit of privately messaging a customer to understand their issue?
It saves time for the business.
It avoids public criticism.
It helps resolve the issue directly.
It increases sales immediately.
Why might customers be hesitant to give direct feedback?
They are too busy.
They prefer anonymity.
They don't care about the service.
They forget to provide feedback.
What does a customer's willingness to recommend your business indicate?
They want a discount.
They are satisfied with the service.
They are unhappy with the service.
They are indifferent to the service.
What is the purpose of analyzing feedback?
To ignore customer complaints.
To identify trends or common issues.
To increase product prices.
To reduce staff numbers.
What is a benefit of using a 'How did we do?' card at the point of sale?
It increases the transaction time.
It provides immediate feedback.
It confuses the customer.
It reduces customer interaction.
