In the balanced scorecard framework, which of the following factors would be considered most important to ensure that the organization is meeting customer expectations?
A) profit and loss
B) institutional knowledge
C) customer satisfaction
D) utilization of capital

Question

Quizplus · Accepted Answer

The balanced scorecard framework recognizes customer satisfaction as a critical factor to ensure that the organization is meeting customer expectations. This means that the organization should prioritize measuring and improving customer satisfaction levels as part of its strategic plan. Measures such as customer retention rates, repeat purchases, and Net Promoter Score (NPS) can be used to track and improve customer satisfaction levels. While factors such as profit and loss, institutional knowledge, and utilization of capital are also important, they are not directly related to meeting customer expectations.

In the Balanced Scorecard Framework, Which of the Following Factors