Company ABC Noticed an Increase in Customer Satisfaction After Employees

question 9

Multiple Choice

Company ABC noticed an increase in customer satisfaction after employees completed a new customer satisfaction training program. As the VP of human resources, you have been asked to determine if in fact the training program led to the increase in customer satisfaction results. Which of the following training evaluation approaches would you take?

• A) formative evaluation
• B) summative evaluation
• C) descriptive evaluation
• D) causal evaluation

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Definitions:

Transactional Costs

Expenses incurred during the process of buying or selling services or commodities, encompassing costs associated with information, negotiation, and enforcement of contracts.

Financial Outlay

The amount of money spent or invested in a specific endeavor or project.

Life Cycle Costs

The total cost of ownership of a product or system over its entire lifespan, including acquisition, operation, maintenance, and disposal costs.

Customer Relationships

The ongoing interactions and bonds formed between a company and its customers, aiming to enhance satisfaction and loyalty.