Which of the following statements about customer satisfaction is false?
A) Customer satisfaction is the degree to which an organization's products and services meet customers' needs
B) Alert, well-trained employees may be able to take corrective actions to prevent loss of future sales
C) Customer satisfaction with current products and services is a lead indicator of future sales
D) Improvements of customer satisfaction usually are lead indicators of organization capabilities and process efficiency

Question

Quizplus · Accepted Answer

Improvements in customer satisfaction are typically considered lag indicators of an organization's capabilities and process efficiency, not lead indicators. This is because customer satisfaction is a result of the organization's past actions and processes, reflecting the effectiveness of its operations and services after they have been delivered.

Which of the Following Statements About Customer Satisfaction Is False