Advanced Business Reading

Short Texts: Customer Satisfaction & Usability

Read the short texts and choose the best answer for each question.


1.

Customer Satisfaction Survey: Product Usability

A recent customer satisfaction survey revealed that 85% of users found the new product easy to navigate, while 10% encountered minor difficulties with certain advanced features. Only 5% of respondents reported significant usability issues, primarily related to system compatibility on older devices. As a result, the product development team is considering a patch update to address these issues and improve overall performance on outdated hardware.

Which statement most accurately summarizes the survey findings about product usability issues?

  1. 15% of users reported technical problems, with the majority experiencing minor difficulties with advanced features.
  2. 15% of users reported problems, with one-third of those experiencing major compatibility issues on older devices.
  3. 10% of users reported significant difficulties, primarily due to system compatibility on older devices.

2.

Web Analytics Report: User Engagement

Over the last quarter, the company's website saw a 25% increase in traffic, largely due to successful marketing campaigns. However, the average session duration dropped by 15%, indicating that while more users are visiting the site, they are not staying as long as before. A deeper analysis suggests that high bounce rates on product pages may be linked to longer loading times and non-optimised mobile design. The web development team is exploring ways to improve site speed and mobile responsiveness to enhance user engagement.

Which statement most precisely describes the disconnect between website traffic and engagement metrics during the quarter?

  1. Marketing campaigns successfully increased traffic by 25% while mobile design issues caused a 15% drop in session duration.
  2. The 15% decrease in session duration nullified the positive effects of the 25% increase in website traffic.
  3. Despite a 25% rise in visitors, users spent 15% less time on the site, suggesting quantity of traffic improved at the expense of quality.

3.

User Feedback: Mobile App Usability

According to the latest user feedback, 70% of customers are satisfied with the mobile app's overall functionality. However, 25% expressed frustration with the in-app payment process, citing that it often requires multiple attempts to complete a transaction. Additionally, a small percentage of users reported issues with app crashes during peak usage times. The development team is currently working on a new payment gateway to streamline transactions and improve stability under high traffic conditions.

What issue is the development team prioritising in the app?

  1. Implementing a new payment gateway to address transaction difficulties.
  2. Reducing app crashes during periods of high user activity.
  3. Improving the app's overall functionality for the dissatisfied 30% of users.

4.

Customer Feedback: Support Response Time

Customer feedback indicates that while the support team is generally responsive, 15% of customers have experienced delays in receiving assistance during peak hours. In particular, clients have highlighted that response times for email inquiries can be slow, with some cases taking up to 48 hours for a resolution. To address this, the company plans to introduce a live chat feature, which is expected to significantly reduce response times and improve customer satisfaction during high-traffic periods.

What issue is the live chat feature intended to solve?

  1. The 48-hour resolution time for email cases.
  2. Slow response times during peak hours.
  3. The need to handle a higher volume of customer inquiries.

5.

Usability Report: Website Redesign Impact

The usability report following the website redesign indicates that 90% of users find the new interface more intuitive and visually appealing. However, some users have noted that the search functionality has become less accurate, leading to difficulties in locating specific products. This issue has primarily affected the site's e-commerce section, where customers have reported longer times spent browsing due to irrelevant search results. The IT team is currently refining the search algorithm to ensure more precise results.

What area of the website has been negatively impacted by the redesign?

  1. The visual appeal of the interface.
  2. The loading speed of product pages.
  3. The search functionality's accuracy.

6.

Customer Feedback Survey: Post-Launch Product Satisfaction

Post-launch feedback shows that 75% of customers are happy with the product's performance, but 20% have expressed concerns about the product's long-term durability. Additionally, 5% of users encountered issues with the product's packaging, noting that it was insufficient for protecting the product during shipping. The company is addressing the packaging concerns and is considering extending the product warranty to reassure customers about its longevity.

What percentage of customer concerns relate to issues that occur after product delivery?

  1. 5%
  2. 20%
  3. 25%

7.

Website Traffic Report: Conversion Rate Analysis

The website traffic report for the last quarter shows that while visitor numbers have increased by 20%, the conversion rate has dropped from 3.5% to 2.8%. A deeper analysis suggests that this decline may be due to a lack of clarity in the checkout process, as well as longer wait times for pages to load during high-traffic periods. The marketing team is working on simplifying the checkout flow and improving server performance to boost conversion rates.

What is likely the primary cause of the lower conversion rate?

  1. Increased website traffic during peak periods.
  2. Unclear checkout process and slow loading times.
  3. Poor marketing campaign performance.

8.

Usability Testing Report: Beta Product Launch

Usability testing for the new beta product launch highlighted several areas for improvement. While the overall user experience was rated highly, 30% of testers reported confusion with the onboarding process, particularly around the initial setup instructions. Additionally, testers requested clearer guidance within the product interface itself, as some features were not immediately intuitive. The design team is working on refining the onboarding flow and incorporating tooltips for better feature discovery.

What do the testing results suggest needs most improvement?

  1. The overall user experience and interface design.
  2. The onboarding experience and feature discoverability.
  3. The product's core functionality and performance.

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