Which of the following measures would least likely be included in a balanced scorecard's customer perspective?
A)Customer satisfaction rating
B)Revenue growth by product line
C)Total operating income by product line
D)Percent of repeat sales

Question

Quizplus · Accepted Answer

Total operating income by product line is a measure that falls more under the internal business process perspective than the customer perspective. The customer perspective of a balanced scorecard typically focuses on the customer's perception of quality, service, and relationships with the organization. Measures such as customer satisfaction rating, percent of repeat sales, and revenue growth by product line are more customer-focused.

Which of the Following Measures Would Least Likely Be Included