Modern services increasingly ask customers to roll up their sleeves and help create the value they receive. This quiz checks how well you understand the principles and risks of customer co‑production.
When customers help produce a service, what feeling usually rises because they have more control over the outcome?
boredom
price anxiety
switching cost
satisfaction
2025 research shows the biggest operational challenge when customers co‑produce is increased ______ in how the service is delivered.
carbon offset
bandwidth
variability
taxation
Self‑service check‑ins at hotels are an example of co‑production mainly designed to reduce what frontline cost?
room size
labor hours
linen turnover
advertising fees
According to 2025 HBR guidance, inviting customers into early design workshops primarily boosts which metric?
tax liability
page loading speed
loyalty
interest rates
2025 INSEAD work recommends training customers because untrained participation most often hurts ______ quality.
soil
service
shipping
printing
Gartner predicts that by 2025, generative AI will let agents co‑solve queries, cutting average handling time by nearly ______.
none
2%
triple
half
In a ride‑share app, letting riders choose the playlist is a form of co‑production aimed at raising perceived ______ value.
experiential
resale
salvage
scrap
Over‑customization risk can be mitigated by offering customers pre‑set modules, a tactic called ______ co‑design.
reactionary
open‑ended
inverse
bounded
A common incentive to motivate customer participation is offering a small ______ discount for using self‑checkout.
price
distance
color
login
2025 McKinsey report notes that co‑production data is most useful for refining what type of continuous improvement cycle?
postal code
lunar phase
fiscal calendar
feedback loop
Starter
You know the basics of inviting customers into the process but should revisit how participation affects cost and variability.
Solid
Good grasp of co‑production—you can refine techniques to boost consistency and satisfaction.
Expert!
You think like a service designer, using co‑production to unlock both loyalty and efficiency.
