Which Is the First Step in Customer Satisfaction Measurement Process

question 12

Multiple Choice

Which is the first 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)Discover what is important to customers and employees
• E)Measure performance over time

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Definitions:

Groupthink

A psychological phenomenon that occurs within a group of people, in which the desire for harmony or conformity results in an irrational or dysfunctional decision-making outcome.

Bay Of Pigs

A failed military invasion of Cuba in 1961 by Cuban exiles, sponsored by the U.S. government, aiming to overthrow Fidel Castro's government.

Groupthink

An occurrence in psychology where the pursuit of agreement or adherence within a group causes choices that are irrational or counterproductive.

Bad Decisions

Choices or judgments that lead to undesirable outcomes due to flawed reasoning or poor judgment.