Which Is the Final Step in Customer Satisfaction Measurement Process

question 22

Multiple Choice

Which is the final step in customer satisfaction measurement process?

• A)Measure critical needs
• B)Act on the information
• C)Define goals and specify how information will be used
• D)Measure performance over time
• E)Discover what is important to customers and employees

---

Definitions:

Reaction Formation

A defense mechanism where an individual unconsciously replaces unacceptable thoughts or feelings with their opposites.

Altruism

The belief in or practice of disinterested and selfless concern for the well-being of others.

Obsessive-Compulsive Disorder

A mental disorder characterized by recurring, unwanted thoughts (obsessions) and repetitive behaviors (compulsions) as a response to those thoughts.

Compulsive Cleaning

An obsessive need to clean and organize, often driven by anxiety or fear of contamination, which can disrupt normal life.