A Survey on Customer Feedback for an Industrial Paper Company

question 29

Multiple Choice

A survey on customer feedback for an industrial paper company found that about 80 per cent of customers' satisfaction scores were accounted for because of order processing,delivery and post-sale services.This finding substantiates which of the following statements?

• A)Customer satisfaction increases due to the product-oriented approach.
• B)Spending more on emphasising product features creates a sustainable competitive advantage.
• C)Customer satisfaction is influenced by factors other than the product itself.
• D)Pricing is based on production and distribution costs.

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Definitions:

Client's Problem

An issue, difficulty, or challenge that a client is facing, which they seek to address or solve often with the help of a professional or expert.

Client's Expectations

Refers to what a client hopes to achieve or believes will happen as a result of engaging in a service or relationship, such as therapy.

Indigenous Heritage

The traditions, knowledge, practices, and cultural identity that are passed down through generations among indigenous peoples.

Socioeconomic Status

A combined measure of an individual's or family's economic and social position in relation to others, based on income, education, and occupation.