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

Question

Quizplus · Accepted Answer

Bank of America is using a voice-of-customer program to assess consumers' responses to new products and services. This involves using a complex polling system and customer response measurement system to gather feedback directly from customers in order to improve service quality and offerings.

Bank of America Uses a Complex Polling System Coupled with a Customer