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HDI Help Desk Analyst (HDA) Sample Questions:

1. Why are customer satisfaction surveys important?

A) They determine what level of support the customer is receiving
B) They determine the percentage of first call resolution (FCR)
C) They reveal what abandon rate is acceptable
D) They reveal how the help desk is perceived by the customer

2. Which two are the primary purpose of an annual (periodic) survey? (Choose two.)

A) Evaluate customer satisfaction with products, services and personnel
B) Determine management bonuses
C) Measure performance of individual analysts at the help desk
D) Identify changes to products, services and processes

3. A customer satisfaction survey is important because it obtains information about_____.

A) Management performance
B) Customer service performance
C) The customer base
D) Individual analyst performance

4. Which three media can be used to conduct surveys? (Choose three.)

A) The Internet
B) A suggestion box
C) E-mail
D) Personal interviews

5. Which two are characteristics of an organization with good inter-departmental relationships? (Choose two.)

A) Low superior-to-subordinate interaction
B) High employee morale
C) Low turnover rate between organisations
D) Low employee turnover

Solutions: