A Survey on Customer Feedback for an Industrial Paper Company

question 29

Multiple Choice

A survey on customer feedback for an industrial paper company found that about 80 per cent of customers' satisfaction scores were accounted for because of order processing,delivery and post-sale services.This finding substantiates which of the following statements?

• A)Customer satisfaction increases due to the product-oriented approach.
• B)Spending more on emphasising product features creates a sustainable competitive advantage.
• C)Customer satisfaction is influenced by factors other than the product itself.
• D)Pricing is based on production and distribution costs.

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Definitions:

Framing Error

A cognitive bias involving the presentation or "framing" of information in a way that influences decision making or perception.

Satisficing

The process of choosing an adequate solution that meets minimum criteria, often used in decision-making when an optimal solution is unfeasible.

Overconfidence

The state of being overly convinced of one's abilities or correctness, often without sufficient reason or justification.

Decision Rule

A guideline or criteria set for making choices among alternatives in a decision-making process.