Customer journey mapping MCQs

By: Prof. Dr. Fazal Rehman Shamil | Last updated: September 19, 2024

1. What is the primary goal of customer journey mapping?

a) To track customer complaints
b) To understand and improve the customer’s experience across all touchpoints
c) To increase the number of customer touchpoints
d) To reduce the number of customer interactions

Answer: b) To understand and improve the customer’s experience across all touchpoints

2. Which of the following is typically included in a customer journey map?

a) Detailed internal financial data
b) Customer personas and their interactions with the company
c) A list of company products and services
d) A summary of sales team performance

Answer: b) Customer personas and their interactions with the company

3. What does a touchpoint refer to in customer journey mapping?

a) A point of contact between the company and the customer
b) A point where a customer decides to leave a company
c) A type of customer complaint
d) A point where internal processes meet

Answer: a) A point of contact between the company and the customer

4. Why is it important to map out both online and offline touchpoints in a customer journey?

a) To simplify the customer journey into a single channel
b) To ensure that all customer interactions are accounted for, regardless of the channel
c) To reduce the number of customer touchpoints
d) To limit the scope of the customer journey analysis

Answer: b) To ensure that all customer interactions are accounted for, regardless of the channel

5. Which of the following tools or methods is commonly used to create a customer journey map?

a) Spreadsheet software
b) Customer feedback surveys
c) Journey mapping software or templates
d) Financial analysis tools

Answer: c) Journey mapping software or templates

6. How can customer journey mapping impact marketing strategies?

a) By reducing the number of marketing campaigns
b) By identifying gaps and opportunities in the customer experience to tailor marketing efforts
c) By increasing the budget for traditional marketing channels
d) By eliminating the need for market research

Answer: b) By identifying gaps and opportunities in the customer experience to tailor marketing efforts

7. What is a “pain point” in the context of a customer journey map?

a) A moment when the customer is satisfied
b) A point in the journey where the customer experiences frustration or difficulty
c) A touchpoint where the customer receives a discount
d) A positive customer interaction

Answer: b) A point in the journey where the customer experiences frustration or difficulty

8. Which stage of the customer journey is typically characterized by initial research and information gathering?

a) Purchase
b) Awareness
c) Retention
d) Advocacy

Answer: b) Awareness

9. In customer journey mapping, what does the term “customer persona” refer to?

a) A fictional character representing a typical customer based on research
b) A document listing all customer complaints
c) A real-time tracking system for customer purchases
d) A list of customer preferences

Answer: a) A fictional character representing a typical customer based on research

10. How often should customer journey maps be updated?

a) Once a year
b) Whenever there are significant changes in customer behavior or business processes
c) Only during company-wide strategy meetings
d) Every month

Answer: b) Whenever there are significant changes in customer behavior or business processes

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