Service Recovery Quiz - Kintsugi

Free Service Recovery Quiz For Professionals

A service failure occurs when a brand fails to meet a customer’s expectation. When this happens, the customer’s chances of defecting to competition increases. Successful recovery from such failures is critical for businesses to improve customer confidence, satisfaction, and loyalty.
Take this service recovery quiz to test your knowledge and reveal any knowledge gaps you might have. 

Important Instruction

Read each question carefully before you select an answer. (Answers cannot be changed)


It is important for professionals to understand & master the art of service recovery. Being able to take customers from hell to heaven in the wake of a service failure would make you a saviour-like persona in the eyes of customers & even your employer. Here is a list of articles & resources that would help you become an expert in the art of service recovery:


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Kelechi Okeke

Kelechi Okeke is a Customer Experience Analyst in a leading financial institution in sub-Saharan African. He helps businesses develop and implement strategies that improve customer loyalty and enhance profitability. He is also a customer service trainer, content developer and graphic designer
Kelechi Okeke
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