The American Customer Satisfaction Index (ACSI) Focuses On

question 63

Multiple Choice

The American Customer Satisfaction Index (ACSI) focuses on:

• A) differentiating a product based on its quality.
• B) rating a company's quality based on its leadership, strategic planning, and customer and market focus.
• C) the audit of a company's business processes in order to ensure quality.
• D) results, that is, quality as perceived by product and service users.
• E) the creation of a quality control system that can meet published quality standards.

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Definitions:

Tort

A civil wrong that causes someone else to suffer loss or harm, resulting in legal liability for the person who commits the tortious act.

Vicarious Liability

A legal principle that holds one party liable for the actions of another, based on the relationship between the two parties.

Occupiers' Liability Act

Legislation governing the responsibility of property owners or occupiers to ensure the safety of individuals on their premises.

Negligence

A lack of the care expected from a person of average caution facing similar circumstances.