The Boston Symphony Orchestra Wanted to Determine Why Its Number

The Boston Symphony Orchestra wanted to determine why its number of season ticket holders was declining. It asked patrons not only about the concerts themselves but also about each step in the purchasing process. As a result of customer input, it greatly simplified its online ticket sales site and season ticket sales have increased. Customers' request for a simplified web site where tickets could be easily purchased is an example of a(n) _____ that is relevant to customer-defined standards.

A) Attribute
B) Behavior and action
C) General concept
D) Measure
E) Value dimension