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:

Motor Vehicles

Vehicles that are self-propelled and used for transportation on roads.

Telephone Solicitations

The practice of contacting individuals via telephone to offer goods, services, or solicit donations.

Federal Trade Commission

A U.S. federal agency responsible for consumer protection and the prevention of anti-competitive business practices.

Funeral Services

Professional services offered by funeral directors and related businesses, including preparing the deceased and planning and conducting the funeral.