To Create an Overall Customer Satisfaction Index (CSI)for a Given

question 31

Multiple Choice

To create an overall customer satisfaction index (CSI) for a given sample of customers,a business ________.

• A)computes the average of those customers' satisfaction ratings
• B)sums all of those customers' satisfaction ratings
• C)computes the average of those customers' satisfaction ratings and divides it by the industry average
• D)computes the sum of those customers' satisfaction ratings and divides it by a leading competitor's customer satisfaction index
• E)sums all of those customers' satisfaction ratings and divides it by 100

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Definitions:

Poor Performance

An outcome that falls below the expected or required standard in any task or activity.

Primacy Effect

A psychological phenomenon where the first pieces of information presented are better remembered than information presented later.

Halo Effect

The tendency to assume that a person has generally positive or negative traits as a result of observing one major positive or negative trait.

Fundamental Attribution Errors

The tendency to overemphasize personality-based explanations for behaviors observed in others while underemphasizing the role of situational factors.