1.1 Define Customer Experience 700-805 Practice Questions (Page 3)

Questions 11–15

1. 11application · medium

   A telecom company is mapping the customer journey for a new fiber installation. They have identified the following steps: online order, confirmation email, technician visit, activation, and first bill. A customer complains that the technician arrived late and the first bill was confusing. Which components of customer experience are most directly affected by these complaints?

   • ATouchpoints and emotions
   • BTouchpoints and journey only
   • CEmotions and loyalty only
   • DJourney and emotions only
   Reveal Solution Discussion Select an answer first
2. 12application · medium

   A software company is deciding whether to invest in improving its customer support portal. The CFO questions the return on investment, noting that the portal is not a direct revenue source. Which argument best explains why customer experience is critical for business success?

   • AImproving the portal will reduce the need for marketing, which is the primary driver of revenue
   • BCustomer experience is important only for reducing costs, not for increasing revenue
   • CA better support experience increases customer loyalty, which leads to higher retention and more revenue over time
   • DThe portal is the only touchpoint that matters, so improving it guarantees revenue growth
   Reveal Solution Discussion Select an answer first
4. 13expert · hard · select all that apply

   A retail bank is analyzing its customer journey for a mortgage application. The journey includes online research, branch visit, document submission, approval, and closing. Customers report feeling stressed during the document submission and confused during the closing. The bank wants to improve the customer experience. Which components of customer experience should the bank address? (Select all that apply.)

   • AJourney
   • BLoyalty
   • CRevenue
   • DEmotions
   • ETouchpoints
   Check answers Discussion Select an answer first
5. 14application · medium

   A regional bank is redesigning its mobile app. The project team has focused on reducing the number of steps to transfer funds, but customer surveys show that users still feel frustrated. The team discovers that users are anxious about security and often abandon the transfer when asked to confirm their identity. According to the definition of customer experience, what should the team address to improve the overall experience?

   • AThe visual design of the app, because aesthetics determine customer satisfaction
   • BThe emotional response users have during the identity-verification touchpoint
   • CThe customer's overall perception after they complete the transfer, not during it
   • DThe number of steps in the transfer flow, since efficiency is the only measurable factor
   Reveal Solution Discussion Select an answer first
6. 15foundation · easy

   Which of the following is a key component that shapes customer experience?

   • AMarket share
   • BTouchpoints
   • CEmployee count
   • DRevenue
   Reveal Solution Discussion Select an answer first