Which of the Following Is True About Touch Points

question 65

Multiple Choice

Which of the following is true about touch points?

• A)They refer to the points along the price line at which the purchased product passes onto the customer's hands.
• B)Measuring the overall customer satisfaction is a better measure of customer loyalty than measuring the same at each touch point.
• C)A call centre is an example of a human touch point.
• D)Measuring customer loyalty starts with understanding and listing the total customer interactions that influenced the customers' satisfaction.

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Definitions:

Service Company

A business that provides services to consumers or other businesses rather than manufacturing goods.

Planning Budget

A budget established at the beginning of the budgeting period that is valid only for the planned level of activity.

Net Operating Income

A financial metric that calculates a company's profit after operating expenses are subtracted but before income taxes and interest are deducted.

Variable Manufacturing Overhead

Costs in manufacturing that vary with the level of production output, such as utilities or indirect material costs, but do not include direct materials or direct labor.