Q: 17
DRAG DROP
The Customer Success Manager is preparing for a review meeting. The customer has asked for a
balance between subjective and objective metrics. Drag and drop the inputs from the left onto the
correct subjective and objective categories on the right.
Your Answer
Discussion
CSAT, NPS under subjective and case count, feature adoption rate as objective.
Yeah, seen similar on practice tests. Subjective is CSAT and NPS since they measure perception or sentiment, not hard data. Objective would be case count and adoption rate since they're number-based. Not 100% sure but most exam guides split it like that. Disagree?
- Subjective: CSAT, NPS
- Objective: Case count, Feature adoption rate
Subjective: CSAT, NPS. Objective: Support case count, Feature adoption rate. NPS can trip people up since it seems more like a score.
I don't think NPS is totally objective, it's still user perception. Subjective: CSAT, NPS. Objective: Case count, feature adoption rate. A lot of people get tripped up with NPS.
Subjective: CSAT, NPS. Objective: Support case count, Feature adoption rate
Subjective: Feature adoption rate, Support case count. Objective: CSAT, NPS
Subjective: CSAT survey, NPS. Objective: Support case count, Feature adoption rate. That fits how I'd match them.
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