Which of the Following Is True of Customer Satisfaction Measurement

question 50

Multiple Choice

Which of the following is true of customer satisfaction measurement?

• A) Customer satisfaction measurement programs and questionnaires are designed by customers.
• B) Research related to customer satisfaction measurement was performed on a continual basis.
• C) Customer satisfaction measurement included evaluation of company's satisfaction performance and excluded competitors' satisfaction performance.
• D) Results of all research related to customer satisfaction measurement were made available to customers, but not necessarily to employees.

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Definitions:

Variable Manufacturing Overhead

Indirect manufacturing costs that fluctuate with production volume, such as utilities and maintenance expenses.

Labor Efficiency Variance

The difference between the actual hours worked and the standard hours expected, multiplied by the standard labor rate.

Direct Materials Purchases Variance

The difference between the actual cost of direct materials purchased and the expected cost of direct materials, based on standard cost.

Standard Direct Labor-Hours

The predetermined amount of labor time estimated or expected to produce a unit of output, used for budgeting and measuring efficiency.