Suppose That a Customer Satisfaction Firm Approaches GM with a Proposal

question 33

Essay

Suppose that a customer satisfaction firm approaches GM with a proposal to increase satisfaction from the current 80% rate to $85% through a low cost maintenance program that will cost GM $300 per customer. Would the program be worth it?

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Definitions:

Objective Measure

A quantifiable method used to evaluate performance or progress based on unbiased indicators.

Productivity

Measurement of the efficiency of production, often quantified as the ratio of outputs to inputs in a given time period.

Direct Influence

occurs when an individual or entity explicitly persuades or directs the behavior or decisions of others, often through authority, communication, or decision-making power.

Memos

Brief written messages, typically used within an organization to communicate information, updates, or instructions.