Satisfaction scores guide resource allocation and innovation in every competitive service brand. Measure how sharply you grasp the latest 2025 metrics driving customer loyalty decisions.
Which metric captures the share of customers who would 'definitely repurchase' and is gaining traction alongside NPS?
Average Handle Time
Customer Retention Likelihood (CRL)
Employee NPS
Page Views
Voice‑of‑customer dashboards now blend survey scores with ______ analytics for richer context.
social sentiment
stock dividends
CPU usage
warehouse palette
A CSAT score of 4.5/5 is often converted to ______ when benchmarking across 100‑point indices.
110
90
75
45
Customer Effort Score (CES) questions typically ask respondents to rate effort on a ____‑point scale.
7
4
2
10
Real‑time feedback widgets boosted response volume by approximately ____ % in 2025.
26
160
60
6
What is the primary drawback of relying solely on NPS?
customers dislike numbers
it lacks diagnostic detail
it is too inexpensive
it uses decimal places
Predictive satisfaction models increasingly leverage ______ behavioural data to forecast churn.
astrology
in‑app event
GDP
weather
A 'closed loop' in survey follow‑up means contacting the customer within ______ of negative feedback.
90 minutes
1 week
1 month
24 hours
Satisfaction heat‑maps often overlay scores onto ______ journeys to spotlight pain points.
carpet‑cleaning
digital
legal
warehouse
To qualify as 'statistically significant' at 95 % confidence, CSAT samples must exceed which size when populations are >10 000?
370
1000
10 000
37
Starter
Starter: Learn the basics of CSAT, NPS, and emerging sentiment signals to elevate your metric game.
Solid
Solid: Good job! Sharpen your usage of predictive metrics and close‑loop feedback to excel.
Expert!
Expert: Outstanding! Your command of 2025 satisfaction analytics rivals top CX strategists.
