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Don Packett's 2-Minute Taste-Test On Digital Customer Experience

Before you get stuck into the recipe, test your skills in this supa quick 10-step assessment below. Then, try again at the end to see your improvement. 

Click below to begin the assessment.

Start

Question 1 of 10

When Don’s company first started asking for customer feedback, which customers did he select?

A

Those who were involved in amazingly successful projects.

B

Those who were involved in disastrous projects.

C

He asked for feedback on all the company’s projects.

Question 2 of 10

What is the standard NPS question?

A

How likely are you to recommend our business to friends or family?

B

Have you recommended our business to friends and family?

C

Given your last 5 interactions with us, how likely are you to recommend our business to friends and family?

Question 3 of 10

Don believes feedback is a ________.

A

Something you can take or leave.

B

A gift.

C

Necessary evil.

Question 4 of 10

By its very nature, qualitative feedback can only be processed manually.

A

True.

B

False.

Question 5 of 10

What is NOT part of Don’s three-step approach to customer service?

A

Listen.

B

Empathise.

C

Humour.

Question 6 of 10

What is the value of digital tools when it comes to customer experience?

A

They help you to know your customers better so you can give them a better experience.

B

They shield you from messy customer interactions.

C

They gather data.

Question 7 of 10

What does Don use LinkedIn for?

A

Striking up conversations.

B

Research.

C

Cold calling.

Question 8 of 10

“Treat others like you would want to be treated” is no longer a valid customer experience guideline.

A

True.

B

False.

Question 9 of 10

What caused Don to move his business to a different bank?

A

The bullying his mother experienced at the hands of his previous bank’s digital channels.

B

His previous bank ignored him.

C

His previous bank closed all its branches.

Question 10 of 10

What defines a good customer experience for Don?

A

A friendly call centre agent.

B

A gift voucher to apologise.

C

The feeling that he is being heard.

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