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Test From data to service transformation

QUESTION 1: According to the text, what should be done when data reveals problems in a process?

Take notes without assigning responsibilities or deadlines
Formulate action plans that assign responsibilities and deadlines
Archive surveys without informing participants
Wait for more data before acting

QUESTION 2: What example does the text use to illustrate the immediate assignment of tasks in response to complaints about digital scheduling?

A private clinic tasks the technology department with redesigning the interface within thirty days
A school sends a newsletter to affected students
A company archives surveys without communicating changes
The board of directors cancels subsequent audits

QUESTION 3: According to the text, what prevents excellent ideas from getting lost in bureaucratic inertia?

Assign direct points of contact and set strict deadlines
Increase the number of surveys without follow-up
Keep the structure unchanged to avoid risks
Delegate all decisions to the consumer

QUESTION 4: In the closing cycle, what established practice does the text suggest to build user loyalty?

Archive the results and do not inform users
Contact those who reported issues to let them know that their feedback led to changes
Publish changes only in internal reports
Offering discounts instead of communicating improvements

QUESTION 5: According to the text, what result does sending an exclusive newsletter to the affected students produce?

Causing mistrust among users
Cutting costs without building loyalty
Forge an emotional connection and strengthen loyalty
Replacing communication with blanket advertising

QUESTION 6: What effect does ignoring the follow-up phase have, according to the summary?

Immediate improvement in corporate reputation
Have no impact on the relationship with the user
Quickly destroys institutional trust
Increase loyalty through surprise

QUESTION 7: In the example of the language school, what specific action was taken after receiving complaints about audiovisual quality?

Implement an anonymous complaint form
Reduce office hours
Improve the digital scheduling interface
Replacing all recording equipment

QUESTION 8: According to the summary, what is required to transform consumer observations into concrete actions?

Increase the volume of surveys without operational changes
Outsourcing customer service
Communicate the results internally without informing the buyer
Designate direct responsible parties and set strict deadlines

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