Which of the Following Is a Key Performance Indicator of the Customer

question 170

Multiple Choice

Which of the following is a key performance indicator of the customer perspective in a balanced scorecard?

• A) defect rate
• B) employee satisfaction
• C) gross margin growth
• D) number of repeat customers

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Definitions:

Allocated Fixed Costs

Fixed costs that are distributed across different departments or projects based on determined criteria.

Income From Operations

Earnings generated from the normal business activities of a company, excluding income from other sources like investments.

Decentralization

The distribution of decision-making authority to lower levels in an organization, allowing closer proximity to decision-making and customer interaction.

Responsibilities Delegated

Tasks or duties assigned to a subordinate or team member by a person with authority or leadership within an organization.