When interpreting customers' satisfaction scores for a particular company, it is important to:
A) remember that customer satisfaction is only weakly related to repurchase behavior.
B) examine how these satisfaction scores have changed over time.
C) consider how these satisfaction scores compare with those reported by competitors' customers.
D) B and C
E) A, B, and C

Question

Quizplus · Accepted Answer

B and C are correct because examining how satisfaction scores have changed over time can reveal trends in customer satisfaction, and comparing these scores with competitors' can provide context on the company's performance in the industry. A is incorrect because customer satisfaction is often strongly related to repurchase behavior, contrary to what the statement suggests.

When Interpreting Customers' Satisfaction Scores for a Particular Company, It