An Auditor Plans to Analyze Customer Satisfaction, Including

question 302

Multiple Choice

An auditor plans to analyze customer satisfaction, including. (1) customer complaints recorded by the customer service department during the last three months; (2) merchandise returned in the last three months; and (3) responses to a survey of customers who made purchases in the last three months. Which of the following statements regarding this audit approach is correct?

• A) Although useful, such an analysis does not address any risk factors.
• B) The survey would not consider customers who did not make purchases in the last three months.
• C) Steps 1 and 2 of the analysis are not necessary or cost-effective if the customer survey is comprehensive.
• D) Analysis of three months' activity would not evaluate customer satisfaction.

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Definitions:

Labour Unions

Organizations formed by workers to protect their rights and interests through collective bargaining with employers.

Labour-Management Relations

The interactions between employees, often represented by unions, and employers concerning workplace decisions, wages, working conditions, and disputes.

Work Environment

The setting, conditions, and culture in which an employee performs their job, including physical, psychological, and social factors.

Development

The process of growth, progress, or positive change within an individual, organization, or society.