In a Typical Customer Satisfaction Survey, the Best Indicator of Business

question 39

Multiple Choice

In a typical customer satisfaction survey, the best indicator of business performance is

• A) the percentage of customers who are willing to recommend the firm.
• B) the percentage of customers who plan to repurchase from the firm.
• C) the number of customers who scored a 5 (very satisfied).
• D) the number of customers who scored a 1 (very dissatisfied).
• E) the average satisfaction score.

Understand the distinction between direct and indirect costs and how they are recorded in job costing.

Calculate and analyze overapplied or underapplied overhead and its effect on cost of goods sold and net income.

Interpret job cost sheets and understand the accumulation of direct materials, direct labor, and applied overhead.

Analyze variances between actual and estimated costs and their implications.

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Definitions:

Transform Boundaries

Plate boundaries where tectonic plates slide horizontally past each other, often leading to earthquakes.

Mid-Ocean Ridge

A series of mountains beneath the ocean, generated by the shifting of tectonic plates, where fresh oceanic crust is formed.

Shear Zone

A generally tabular zone of rock that is more highly sheared and deformed than rocks outside the zone.

Fold and Thrust Belts

Regions in the Earth's crust where the layers of rock have been folded and thrusted over one another due to compressional forces, often found in mountainous areas.