The CCXP examination is a proctored, computer-based test (CBT), that is offered at either an in-person test center or via remote proctor from the comfort of your home or office. Learn more about the remote proctor option here.
Because it is critical that the CCXP certification is awarded only to qualified individuals, the testing protocol has been designed to help ensure a valid and secure examination outcome. Testing protocol is as follows:
- The CCXP Certification Exam is closed-book.
- No reference material is allowed in the examination site.
- No electronic devices for the storage, display, or transmission of data, such as cell phones, personal digital assistants (PDAs), tablets, calculators, tape recorders, computers, or cameras are allowed in the examination site.
- Candidates are absolutely prohibited from recording examination content in any format or medium.
- Candidates who violate these rules will be asked to leave the site and may be disqualified from the exam as well as from future exams. The examination, answer sheets, worksheets and/or any other exam-related materials remain the sole and exclusive property of CXPA. These materials are confidential and are not available for review by any person or agency for any reason.
Currently, the certification examination is offered in English and French (Metropolitan French) only, and the time limit is three hours. When you finish the exam, you will receive your score and a printed or electronic pass/fail letter.
A tutorial is provided at the beginning of the exam so that candidates can become familiar with the software before beginning the exam. A demonstration of the software is also available as you prepare for the exam.
The CCXP examination is built around core competency areas, each of which includes specific job tasks. For these, key knowledge, skill, and ability areas were identified to serve as the basis for the exam questions. This detailed information is provided in the Exam Blueprint.
The certification exam consists of 100 items. All items are multiple-choice, with one correct answer and three incorrect options.
HOW IS THE TEST SCORED?
Your exam score is based on your total number of correct answers. You should answer all questions, as there is no penalty for guessing. Your performance on the test will be measured against a standard of knowledge that was predetermined using a criterion-referenced method. This standard is the basic level knowledge that can reasonably be expected of individuals with basic competence in customer experience. You will NOT be measured against the performance of the other individuals taking the test. This means that if everyone who takes the test meets the knowledge standard, everyone will pass.
The passing score for the CCXP exam was set by the CCXP Advisory Committee based on a recommendation from an international panel of experts representative of the profession. These experts reviewed each test question, evaluated the difficulty of the question, and made a judgment as to how a professional with basic competence would perform on the question. These judgments were analyzed statistically to determine the passing score. They used a mathematical formula derived from a modified Angoff method to perform this analysis. The passing score varies between 70% - 80% based on the difficulty of the selection of questions on the exam form on which you were tested. Please note that we do not currently have an exam form in circulation where the passing score is less than 80%. The range referenced above will only come into play if a new exam form is found to have a passing score lower than 80%, should the selection of questions for that form tested as less difficult than earlier forms.
WHAT INFORMATION WILL I RECEIVE ABOUT MY SCORE?
The test is designed only to distinguish those who have the basic level of knowledge from those who do not. There is no evidence that someone who receives a very high score on the test will perform significantly better on the job than someone whose score falls exactly at the passing point. Therefore, if you pass the test, you will be informed only that you have successfully completed the credentialing process. You will NOT be notified of your actual score. If you do not achieve a passing score, you will be notified of your score and the minimum score required to pass and will receive a diagnostic report showing your performance in each content area. This information is provided to assist you in deciding whether to retake the test and how to plan your study efforts for future tests.
You will receive preliminary results immediately after you have finished writing the exam. Candidates who pass the exam are issued an electronic certificate of their CCXP designation, to the email address they provided, within 14 days of completing the exam and will be added to the CCXP Directory on the same day. They can begin using the title and marks associated with it immediately upon notification of achieving a passing score and earning the certification.
WHAT IF I DO NOT PASS?
The exam covers a broad range of topics related to customer experience, and some applicants will find the material too deep to successfully pass the exam on the first try. That’s OK! If you did not achieve a passing score, CCXP Staff will send you an electronic notification outlining final scores and next steps required to retake the exam. The exam results letter highlights areas to study, and when you’re ready, you may register and sit for the exam again during the exam eligibility period.
You may retake the CCXP examination up to three times within your six-month exam eligibility period The exam retake fee is $198.00 (U.S. Dollars) for CXPA members and $348.00 (U.S. Dollars) for non-members. You may pay the retake fee online; a link will be provided in a follow-up email in the event you do not receive a passing grade. Individuals who are not successful at passing the exam after three attempts will be required to begin the process again, including paying the certification application and exam fee in effect at the time of reapplication.