2. Customer Experience
Complaint Handling — Quiz
Test your understanding of complaint handling with 5 practice questions.
Practice Questions
Question 1
Which key performance indicator (KPI) measures the proportion of customer complaints resolved at the first point of contact?
Question 2
What is the primary purpose of an escalation matrix in a travel and tourism complaint handling process?
Question 3
Which proactive method involves employees acting as customers to uncover service shortcomings before complaints occur?
Question 4
During complaint handling, which stage focuses on systematically analysing complaint data to identify trends and implement systemic improvements?
Question 5
A travel agency receives 200 complaints per month. After implementing proactive customer surveys, complaints decrease by 25%. What is the new monthly complaint volume? Show your calculation.