Customer-satisfaction measures are an example of the ________.
A) goal-congruence approach
B) balanced scorecard approach
C) financial report scorecard approach
D) investment success approach

Question

Quizplus · Accepted Answer

Customer satisfaction measures are a key component of the balanced scorecard approach, which focuses on multiple perspectives such as financial, customer, internal processes, and learning and growth to evaluate the performance of an organization. The goal-congruence approach, financial report scorecard approach, and investment success approach do not specifically address the measurement of customer satisfaction.

Customer-Satisfaction Measures Are an Example of the ________