Customer service shapes how people experience your business, from the way you communicate to how consistently you follow through on your promises. Small actions — or missed opportunities — can make all the difference in your business growth.
This quiz will help you take a closer look at the systems and habits that define your customer experience. Are they working as intended, or quietly holding you back?
1. A customer reaches out through your website’s contact form and doesn’t hear back for two days. Why is this likely to damage the relationship?
a) You failed to set a clear expectation for response time.
b) You offered too many ways to contact you.
c) You let the customer vent before responding.
d) You didn’t resolve the issue immediately.
2. You want to give your customer service team more time to focus on high-level issues. Which of the following tools would help the most?
a) A daily staff huddle.
b) A CRM system with manual input.
c) An AI-powered chatbot that handles common questions, routing, and simple tasks.
d) A customer feedback survey.
3. Which approach is most likely to reduce customer frustration when you're unavailable?
a) Posting customer support hours on your website.
b) Using generic auto-replies across all platforms.
c) Setting clear, automated messages with a promised reply window.
d) Providing only one channel for customer communication.
4. How quickly do most customers expect a response on social media before they consider switching to a competitor?
a) Within 3 days.
b) Within 48 hours.
c) Within 1 hour.
d) Within 24 hours.
5. You want to show appreciation to repeat customers in a way that builds loyalty without stretching your budget. Which option offers the best balance of cost and personal connection?
a) Offering a discount on their next purchase.
b) Mailing a handwritten thank-you note.
c) Sending a bulk marketing email.
d) Giving them company swag after a third order.
6. What makes CRM systems such a powerful tool for delivering personalized service?
a) They automate live chat responses.
b) They manage product inventory and shipping.
c) They provide a detailed history of customer interactions.
d) They send bulk promotional emails on your behalf.
7. Which of these responses to a negative review is most likely to rebuild trust?
a) Acknowledging the issue and describing how you’ve resolved it.
b) Deleting the review and blocking the customer.
c) Explaining why the customer was wrong.
d) Offering a refund with no explanation.
8. You're designing a loyalty program. Which feature is most likely to encourage repeat business and referrals?
a) A one-time sign-up bonus.
b) Referral rewards and points for every purchase.
c) Tiered discounts for high-spending customers.
d) A flat-rate discount for everyone.
9. What’s the clearest sign that you need to improve employee training on customer interactions?
a) Customer reviews don’t mention the staff.
b) Employees stick to company policy.
c) Call volume is decreasing.
d) Customers ask to speak to a manager often.
10. You want to make a customer’s shopping experience feel more relevant. What’s the smartest way to do that without increasing your budget?
a) Offer free shipping to everyone.
b) Send a mass email about your latest sale.
c) Personalize your offers based on past purchases and interests.
d) Send handwritten notes to all your followers.
Answer Key
Check out our answer key for the correct answers and scoring!
CO— aims to bring you inspiration from leading respected experts. However, before making any business decision, you should consult a professional who can advise you based on your individual situation.
CO—is committed to helping you start, run and grow your small business. Learn more about the benefits of small business membership in the U.S. Chamber of Commerce, here.
