How do you calculate NPS?
Percentage of promoters minus percentage of passives Percentage of promoters minus percentage of detractors, divided by percentage of passives Percentage
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HubSpot Service Hub Software Certification Exam
How often should a customer effort score survey be used?
After every support interaction Quarterly Monthly After every milestone It is easier to search in our PDF, which has correct
Read more Which of the following is NOT an example of an advocacy action?
Writing a case study about a customer Paying your customer to leave you a good review regardless of their actual
Read more You should use custom feedback surveys when you want to understand ________.
overall customer sentiment. how easy it was to solve a problem. the satisfaction of a particular milestone. something that’s not
Read more If you want to know what your customer thinks about their sales experience, which feedback survey should you use?
Customer effort score Customer satisfaction survey Net promoter score Customer advocacy score It is easier to search in our PDF,
Read more According to the prioritization matrix, customer issues that are high impact and high cost should be prioritized:
Today Tomorrow Next week Next year It is easier to search in our PDF, which has correct answers, and you
Read more What is an advocate?
Someone who gives you a score of 9 or 10 on your NPS survey Someone who helps you generate more
Read more Which of the following is NOT a stage in HubSpot’s feedback framework?
Improve the customer experience Establish listening posts Collect customer feedback Understand customer sentiment It is easier to search in our
Read more True or false? Regardless of how long it takes, you should respond to every single customer feedback survey you receive.
True False It is easier to search in our PDF, which has correct answers, and you can save time. Don’t
Read more True or false? You should only ask a customer to become an advocate over the phone.
True False It is easier to search in our PDF, which has correct answers, and you can save time. Don’t
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