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:

Personality Factors

Characteristics or traits that form an individual's distinctive character, influencing behavior and interactions.

Competencies

A combination of knowledge, skills, behaviors, and attitudes that contribute to personal effectiveness and performance in a professional or organizational context.

Supervisory-level Managers

Individuals in an organization who have direct oversight and responsibility for front-line employees, focusing on day-to-day operations and performance.

Technical Skill

Refers to the ability to carry out tasks that require expertise in specific domains or industries, often relating to practical and mechanical operations.