When using the balanced scorecard to monitor performance, the customer perspective answers which of the following questions?
A)Are we developing employees and providing technologies that facilitate change and improvement?
B)Are we creating products and hiring employees with skills to create product and deliver them in a timely manner?
C)Are we meeting our customers' expectations?
D)Are we growing in a manner to be competitive in the industry?

Question

Quizplus · Accepted Answer

The customer perspective of the balanced scorecard focuses on answering questions related to customer satisfaction, meeting customer expectations, and retaining customers. Option C is the only answer choice that directly relates to meeting customer expectations. Options A, B, and D are more focused on internal business processes, learning and growth, and financial performance, respectively.

When Using the Balanced Scorecard to Monitor Performance, the Customer