Customer Satisfaction Surveys, as Part of an External Customer Service

question 128

Multiple Choice

Customer satisfaction surveys, as part of an external customer service audit, should include all of the following except?

• A) Opportunities for a customer to indicate satisfaction with firm performance on each customer service element
• B) Opportunities for a customer to indicate satisfaction with a firm's competitors
• C) Opportunities to express customer changes in demographics (e.g., changes in marital status, address, etc.)
• D) Opportunities to provide free-form comments

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Definitions:

Long-Term Customer Relationships

The development and maintenance of enduring relationships between a business and its customers, leading to repeat business and loyalty.

Types of Utility

The different ways in which goods or services can provide value to consumers, including form, time, place, and possession utility.

Ideal Expectation

The highest or most perfect level of expectation that consumers hold regarding a product or service and its performance.

Minimum Tolerable Expectation

The lowest level of performance or outcome that is acceptable to stakeholders or within a certain context.