Final test & Certificate

Choose the best answer for each question.

To pass: at least 8 of 10 correct.

1. Question 1. What's the difference between satisfaction and engagement?

   ASatisfaction is feeling comfortable; engagement is emotional commitment producing discretionary effortBThey mean the same thingCSatisfaction is measured by survey, engagement by turnover

2. Question 2. Which group is hardest to detect through a satisfaction survey?

   ASatisfied but not engaged — no complaints, minimum effortBPeople about to resignCNew joiners

3. Question 3. What is the strongest influence on an individual's engagement?

   ATheir line managerBTheir salaryCThe office facilities

4. Question 4. What role does pay play in engagement?

   AA NECESSARY condition — without it nothing else matters, but more doesn't create engagementBThe single most important driver of engagementCIt has no relationship to engagement

5. Question 5. What's the design rule for engagement survey questions?

   AEach question must answer 'if this scores low, what will we do?'BMore questions gather more informationCAsk about things the organisation can't change, to understand feelings

6. Question 6. How is eNPS calculated?

   A% Promoters (9–10) minus % Detractors (0–6)BThe average score of all respondentsC% Promoters divided by total respondents

7. Question 7. What is eNPS's biggest limitation?

   AIt shows the trend but not WHYBIt's too complex to calculateCIt can't be compared across periods

8. Question 8. Why shouldn't you rely on the company-wide average engagement score?

   ABecause averages hide groups scoring very lowBBecause averages are always wrongCBecause leadership doesn't care about averages

9. Question 9. What's worse than not running an engagement survey?

   ARunning one then doing nothing and never explainingBRunning it too oftenCRunning it with too few questions

10. Question 10. How does a stay interview differ from an exit interview?

    AIt asks the people you want to keep BEFORE they leave, while you can still actBIt asks more detail about reasons for leavingCIt's only for new joiners