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Industry Knowledge Quizzes

How current is your customer experience and contact centre knowledge? These are the same knowledge checks ACXPA uses with Australian CX and contact centre professionals - written against current industry practice, not textbook theory.

Pick any quiz below and start. Nothing to fill in, no email required, and you will see which ones you got wrong at the end.

  • 10 questions each · 50 in the benchmarks
  • 5 minutes, or 25 for a benchmark
  • Free to take
  • See your score instantly
Take a quiz now Create a free account

What these quizzes are

Short, self-marking knowledge checks across the disciplines ACXPA covers. Use them to find your gaps, to settle an argument in the team, or to prove to yourself that what you learned five years ago still holds.

✍️Written by practitionersQuestions come from the same people who run ACXPA benchmarking and training, not from a generic question bank.
⚡Marked instantlyYou get your score the moment you finish, and you can see which questions you got wrong.
👥Useful for teamsPlenty of members run these in team meetings as a five-minute warm-up before a training session.

Choose a quiz

Work through a series in order, or just pick one.

Customer Experience

What CX actually means, how the journey fits together, and the measurement and strategy work behind it. Start here if CX is new to you.

Customer Research Methods Qualitative versus quantitative, sampling, survey design, interviewing and the biases that quietly ruin good intentions. Start here → CX Data, AI & Design The technical end of CX — predictive analytics, NLP, design thinking, A/B testing, hyper-personalisation, orchestration and Lean CX. Take the quiz → CX Essentials What CX actually covers, how it differs from customer service, the metrics people quote most, and the research behind knowing your customers. Take the quiz → CX Measurement & ROI Proving CX value — customer lifetime value, North Star metrics, the limits of CSAT and NPS, segmentation and service recovery. Take the quiz → CX Measurement Basics NPS, CSAT and Customer Effort Score, what each is actually good for, plus Voice of the Customer, proactive support and effortless experience. Take the quiz → CX Strategy & Governance For people running a CX function — journey analytics, closed-loop feedback, aligning CX to business goals, governance, co-creation and maturity. Take the quiz → Experience Design Service blueprints, the peak-end rule, prototyping, problem framing, useful friction and designing for the extremes. Take the quiz → The Customer Journey The lifecycle from awareness to advocacy — journey mapping, touchpoints, moments of truth, omnichannel and what personalisation really means. Take the quiz → Voice of the Customer Essentials Transactional versus relationship surveys, ethnographic research, solicited and unsolicited feedback, personas and journey maps. Take the quiz →

Contact Centres

Running the operation - the metrics and terminology, workforce planning, quality and coaching, and the technology that carries it.

Contact Centre Metrics & Terminology Average handle time, speed of answer, occupancy, adherence, service level, Erlang C, reporting intervals and what a short call really signals. Start here → Contact Centre Technology & Channels Routing, self-service and digital channels — skills-based routing, IVR containment, chat concurrency, callback and where automation hurts. Take the quiz → Live Chat & Digital Messaging Synchronous versus asynchronous, concurrency, response gaps, canned replies, bots and why tone matters more in writing. Take the quiz → Quality, Coaching & Performance Quality frameworks and coaching — calibration, sample size, scorecard design, speech analytics and why bonuses tied to scores backfire. Take the quiz → Workforce Planning & Forecasting Forecasting, scheduling and capacity — shrinkage, erlangs, occupancy, interval planning and what actually breaks a service level. Take the quiz →

Customer Service

The frontline itself - serving customers well, recovering when something goes wrong, and keeping the ones you already have.

Complaints & Service Recovery What silence really means, root cause analysis, vulnerable customers, social media complaints and closing the loop properly. Start here → Customer Retention & Loyalty Lifetime value, churn signals, voluntary versus involuntary churn, loyalty programmes that work and win-back that does not. Take the quiz → Customer Service Fundamentals Expectation setting, active listening, empathy versus sympathy, customer effort and what first contact resolution actually requires. Take the quiz →

AI & Automation

The fastest moving corner of the field - what AI genuinely does for service, where it quietly causes damage, and what has to be in place before you point it at customers.

AI & Automation in CX Hallucination, handover design, bias, disclosure, human in the loop and which decisions a machine should never make alone. Start here → AI Governance, Risk & Readiness Accountability, privacy, disclosure, model drift, vendor due diligence and knowing in advance what would make you switch it off. Take the quiz →

Leadership & Culture

Leading the people who serve customers - team leadership, engagement and enablement, and the culture work that makes CX stick.

Contact Centre Leadership Span of control, one-to-ones, feedback, escalation habits, leading through change and what actually measures a leader. Start here → Employee Experience & CX Culture The service-profit chain, engagement versus enablement, psychological safety, and why CX culture programmes stall in the middle. Take the quiz →

The ACXPA Benchmarks

Fifty questions each, drawn from every topic above. Members only, and the ones worth putting on your profile.

The ACXPA Contact Centre Leader Benchmark Fifty questions across the whole contact centre discipline — metrics, workforce planning, quality, technology, messaging and leadership. Members only. Start here → The ACXPA CX Practitioner Benchmark Fifty questions across every corner of CX — strategy, journey, measurement, research, design, retention, complaints, culture and AI. Members only. Take the quiz →

Who runs these quizzes

ACXPA is the Australian Customer Experience Professionals Association. Alongside these quizzes we publish call centre rankings, run live training, and benchmark customer service across Australian industries.

What ACXPA does Who we are and who we do it for. Create a free account See the correct answers as you go, and how you compare. Membership options The reasoning behind every answer, certificates, unlimited retakes and the full library.

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