According to Research on Market Leaders' Customer Satisfaction Measurements (CSMs),which

question 47

Multiple Choice

According to research on market leaders' customer satisfaction measurements (CSMs) ,which of the following was determined to be a common aspect?

• A)The customer satisfaction measurement programs and questionnaires are designed by customers.
• B)The customer satisfaction measurement is handled by top management and the marketing department of an organization.
• C)The customer satisfaction measurement includes evaluation of a company's satisfaction performance and excludes competitors' satisfaction performance.
• D)Results of all research related to customer satisfaction measurement are made available to customers but not necessarily to employees.

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Definitions:

Intellectual

Relating to the ability to think and understand ideas and information at a high level.

Communication Competency

The ability to effectively transmit, receive, and interpret ideas, information, and feelings through verbal and non-verbal means.

Incivility

Rude or unsociable speech or behavior that violates workplace norms for mutual respect.

Rude

Describing behavior or speech that is impolite, disrespectful, or discourteous to others.