Bank of America Uses a Complex Polling System Coupled with a Customer

question 79

Multiple Choice

Bank of America uses a complex polling system coupled with a customer response measurement system to assess consumers' responses to new products and services.Bank of America is using a(n) __________ program to improve service quality and service offerings.

• A) quality gap analysis
• B) empowerment
• C) zone of tolerance
• D) standards analysis
• E) voice-of-customer

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Definitions:

Psyche

The human soul, mind, or spirit, often used to denote the psychological components of a person, including thoughts, feelings, and consciousness.

Capacities

Refers to the potential or ability to perform, yield, or withstand something; often used to describe an individual's mental or physical aptitude.

Mid-Life

A period in an individual's lifespan, typically considered to be between the ages of 40 and 60, often associated with a midlife crisis.

Confrontation

The act of facing or dealing directly with issues, challenges, or opposition, often involving direct communication or conflict.