Efficient customer satisfaction measurement schemes should try to identify:
A)the customer's importance and the firm's performance of key quality characteristics.
B)inconsistencies in satisfaction responses of the target customer group.
C)the firm's performance of key quality characteristics but not the customer's importance.
D)key customer groups that provide the major revenue to the business.

Question

Quizplus · Accepted Answer

Efficient customer satisfaction measurement schemes should try to identify both the customer's importance and the firm's performance of key quality characteristics. This helps the business prioritize its efforts to improve its performance on key characteristics that are important to its customers, leading to higher overall satisfaction and customer loyalty. Identifying inconsistencies in satisfaction responses and key customer groups can also be useful, but they are not as critical as understanding the firm's performance on key quality characteristics and customer importance.

Efficient Customer Satisfaction Measurement Schemes Should Try to Identify