After visiting a local car dealer and having your car serviced, a day later you receive a phone call from a research firm asking you to comment on your service experience. This is part of the manufacturer's quality control over its dealers and the firm's audit of the service performance by collecting
A) dealer performance
B) customer performance
C) satisfying customer complaints
D) competitive data
E) voice of the customer measurements

Question

Quizplus · Accepted Answer

This scenario describes a research firm calling to collect feedback on a customer's service experience, which is an example of "voice of the customer" measurements. These measurements aim to gather insight into the customer experience, including strengths and weaknesses of the dealership's service performance.

After Visiting a Local Car Dealer and Having Your Car