CSAT

5 Questions

Settings
CSAT

.


Questions and Answers
  • 1. 
    Who calls the customer to conduct the survey?
    • A. 

      Sprint Wireless

    • B. 

      Independent Research Vendor (Advanis)

    • C. 

      Sales person who sold the phone

    • D. 

      Customer calls in

  • 2. 
    What is the time frame for the survey calls?
    • A. 

      Same day as sale

    • B. 

      2-3 days

    • C. 

      1-2 weeks

    • D. 

      4-6 weeks

  • 3. 
    What is the purpose of the CSAT program?
    • A. 

      Measure Sprint’s in-store customer experience

    • B. 

      Recognize and hold accountable

    • C. 

      Promote advocacy vs. satisfaction

    • D. 

      All of the above

  • 4. 
     In order to meet the CSAT program budget all stores are assigned a targeted number of surveys to be collected each month, not a guaranteed number.
    • A. 

      True

    • B. 

      False

  • 5. 
    Why do we track performance based on Top Box/Very Satisfied scores?
    • A. 

      To drive loyalty and advocacy

    • B. 

      To feed our ego

    • C. 

      To make us feel good

    • D. 

      We don't track performance