Customer Experience Quiz

A customer uses the Watsons mobile app to check product availability before visiting the store. This is an example of which stage in the PH-CX framework?

• Physical Fulfilment

• Digital Purchase

• Digital Research

• Physical Visit

KFC allows customers to order online and pick up their meals at the counter. This strategy illustrates:

• Offline-only commerce

• Phygital Experience

• Traditional Marketing

• Customer Loyalty Program

Which tool enables real-time customer interaction using text, without human intervention?

• Email Support

• Chatbot

• Online Survey

• Social Media Feed

A customer browses fashion content on Instagram, then visits the brand’s official site to buy shoes. What is the initial touchpoint?

• Loyalty Phase

• Consideration

• Awareness

• Fulfilment

A startup uses QR codes in-store to connect customers to tutorials on its website. This improves:

• Online-only marketing

• Metaverse applications

• Digital Advertising

• Digital Customer Experience

Which of the following is NOT a challenge in using chatbots?

• Limited human empathy

• Fast response time

• Language misunderstanding

• Difficulty in handling complex questions

Which best describes the role of social media in customer feedback?

• One-way broadcast

• Internal communication

• Quick customer engagement

• Replaces website functions

During the consideration phase, customers typically:

• Make their purchase

• Research product options

• Engage in post-sales service

• Write reviews

In the context of digital CX, what is the main role of Augmented Reality (AR)?

• Automates business emails

• Enhances physical product display

• Delivers food

• Tracks payment

A student views a university’s VR campus tour before applying. This experience shows:

• Post-purchase service

• AR integration

• Metaverse application

• Traditional CX