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Top Firms Audit Service Performance, Both Their Own and Their

question 117

Multiple Choice

Top firms audit service performance, both their own and their competitors' on a regular basis. They collect ________ measurements to probe customer satisfiers and dissatisfiers.


Definitions:

Cash Rebate

A partial refund to someone who has paid too much money for tax, rent, or a utility, or as a promotional incentive from the purchase of goods or services.

Effective Rate

The actual interest rate earned or paid on an investment, loan, or savings account, taking into account the effect of compounding.

Annuitant

The individual who receives the benefits or payments from an annuity plan.

Annuity

A finance-related product that ensures a continual payment stream to a recipient, mainly used in planning for life after work.

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