Level 4 exam — Customer relations

Exam — fresh questions

12 questions: Recall (20%) + Application (50%) + Arbitration (30%). Exact vocabulary of the level: NPS, CSAT, CES, verbatims, pain points, PDCA, dashboard.
Answer everything, then click Check: your score and explanations will appear.
Indicative threshold: ≥ 80%.

4.1 · Application

1. Loyalty, transaction, effort: which metrics?

None Revenue One is enough NPS (recommend) + CSAT (satisfied) + CES (easy), distinct roles

Compass, thermometer, churn predictor: all three, with verbatims.

4.1 · Arbitration

2. NPS +30 with no verbatims. Enough?

No: the number alerts, the words explain (response rate + verbatims) Yes if stable Whatever Yes

Without verbatims, no diagnosis: a thermometer with no doctor.

4.1 · Arbitration

3. Good CSAT but high churn. Which metric is missing?

CES (effort): effort drives away more than mistakes AHT The weather None

Satisfied but exhausted = leaving: measuring effort predicts.

4.2 · Application

4. Annual 30-question survey. Verdict?

Very thorough Bin it: 5 max, 1 open, 2 min, mobile, one owner per question Perfect Make it longer

Every question needs an action owner: otherwise, a promise with no delivery.

4.2 · Recall

5. Hot, cold, exit: what is the exit for?

Punishment Nothing Reveal: why are they leaving? (the lesson with the customer) Decoration

Hot fixes, cold guides, exit reveals: miss the exit, lose the lesson.

4.2 · Application

6. 12% survey response rate. How to double it?

Chase 10 times "You said X, we did Y": close the loop Pay for answers Force it

Reporting back to respondents proves it is useful: answering matters.

4.3 · Application

7. "Where is my order?" = 40% of calls. Action?

Ignore it Bill the calls Hire Fix the #1 irritant (auto SMS + tracking): triple win CSAT/cost/load

Volume × severity: the massive and simple first.

4.3 · Recall

8. Where to put your best agents?

Moments of truth (1st contact, problem, renewal): targeted excellence In the back office Nowhere Evenly everywhere

These 3 moments decide: average everywhere costs more and marks less.

4.3 · Recall

9. Which is NOT a moment of truth?

Problem / complaint Renewal The internal coffee break First contact

What makes them stay or leave: contact, crisis, renewal.

4.4 · Application

10. 5 improvement projects proposed. How many to launch?

None All half-way All 5 One: PDCA pilot → proof → standard (multiple plans die)

Small and often beats big and never: one finished beats ten started.

4.4 · Recall

11. Where do the best improvement ideas come from?

Head office The front line (agents, drivers): they hear — with a reply within 15 days A consultant Chance

Idea box + pain-point meeting + celebration: the applied idea motivates.

4.5 · Arbitration

12. Excellent AHT but CSAT falling. Diagnosis?

Nothing Praise the team Hang-up race: AHT alone pushes fast, AHT + CSAT pushes well Hire

A lone metric distorts: pair speed and quality.

What's next?

Score ≥ 80%: level 4 validated — on to Level 5: omnichannel, self-service, chatbots, loyalty, team.
Score < 80%: review the low-score sections — reread the explanations above, redo the 48h challenges, then retake the exam.