Customer satisfaction can be quantified by
A)Perceived performance divided by actual performance.
B)Actual performance divided by expected performance.
C)Perceived performance divided by expected performance.
D)Actual performance divided by perceived performance.
E)Expected performance divided by actual performance.

Question

Quizplus · Accepted Answer

The Met-Expectations Model of customer satisfaction shows that customer satisfaction can be calculated by dividing perceived performance by expected performance.A number below one indicates the customer was dissatisfied or the way they perceived your performance didn't meet their expectations.A value above one indicates a happy customer or the way they perceived your performance was more than what they expected.

Customer Satisfaction Can Be Quantified by