Which of the following measures would be the best indicator of whether your organization's personnel have a customer orientation?
A) Test employees on their knowledge of customer service techniques.
B) Assess each employee's impact on the profitability of the firm.
C) Ask each employee's boss if that person is customer oriented.
D) Survey customers on how oriented the organization's personnel are to customer needs and desire.

Question

Quizplus · Accepted Answer

Surveying customers on how oriented the organization's personnel are to customer needs and desires would provide direct feedback from the people who are interacting with the employees regularly. This feedback would provide a more accurate assessment of the employees' customer orientation than asking their boss or testing their knowledge on customer service techniques. Assessing each employee's impact on profitability would measure financial outcomes, but may not directly relate to customer orientation.

Which of the Following Measures Would Be the Best Indicator