What Is the First Step in Measuring Customer Satisfaction

question 201

Multiple Choice

What is the first step in measuring customer satisfaction?

• A) finding out what customers need, want, and expect
• B) hiring a first-rate market research firm
• C) developing new products and placing them in the market
• D) mining the Web for blogs and discussion groups to obtain customer feedback

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Definitions:

Contempt

A feeling of disdain or scorn towards someone or something considered worthless or inferior.

Extended Contact Hypothesis

A theory suggesting that prejudice can be reduced through indirect contact with an outgroup via a third party, expanding empathy and understanding.

Conflict

A situation or period of struggle or disagreement between people with opposing needs, beliefs, or interests.

Prolonged Period

Refers to a time span that extends longer than usual or expected.