Which of the Following Tactics Would Yield Higher Customer Satisfaction

question 12

Multiple Choice

Which of the following tactics would yield higher customer satisfaction scores?

• A)utilizing mail surveys instead of personal interviews
• B)stating the question in a negative (dissatisfied) form instead of a positive (satisfied) form
• C)asking general questions prior to specific questions
• D)avoiding data collection until a substantial period of time had elapsed since the purchase.
• E)all of these would generate lower customer satisfaction scores

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Definitions:

Collateral Characteristics

Attributes or features that are parallel or supplementary to the main qualities or aspects of something or someone.

Personal Qualities

The characteristics, traits, or attributes that define an individual’s personality or demeanor.

Integrally Involved

Being essential or fundamental to the entirety of a process, activity, or existence.

Making Judgments

The process of forming opinions or conclusions about people, situations, or objects based on the information available, experiences, and reasoning.