When interpreting customers' satisfaction scores for a particular company, it is important to:
A) remember that customer satisfaction is only weakly related to repurchase behavior.
B) examine how these satisfaction scores have changed over time.
C) consider how these satisfaction scores compare with those reported by competitors' customers.
D) B and C
E) A, B, and C

Question

Quizplus · Accepted Answer

Examining how satisfaction scores have changed over time (B) and comparing these scores with competitors' (C) are crucial for understanding the context and significance of the scores. Customer satisfaction is actually strongly related to repurchase behavior, making option A incorrect.

When Interpreting Customers' Satisfaction Scores for a Particular Company, It