In a balanced scorecard, which of the following is a key performance indicator of the customer perspective?
A)Defect rate
B)Employee satisfaction
C)Gross margin growth
D)Number of repeat customers

Question

Quizplus · Accepted Answer

Number of repeat customers is a key performance indicator of the customer perspective as it measures customer loyalty and satisfaction. Defect rate is a key performance indicator of the internal process perspective, while employee satisfaction is a key performance indicator of the learning and growth perspective. Gross margin growth is a key performance indicator of the financial perspective.

In a Balanced Scorecard, Which of the Following Is a Key