Two shortcomings of customer satisfaction measurement programs - they do not survey noncustomers and they don't provide a market assessment for supplier firms - can be remedied by a customer _______.
A)loyalty survey
B)delight test
C)point of difference analysis
D)customer value analysis

Question

Quizplus · Accepted Answer

A customer value analysis can address both of the identified shortcomings by not only measuring customer satisfaction, but also assessing the perceived value of a supplier's products or services compared to competitors. This analysis can also include gathering feedback from noncustomers to gain insight into why they have chosen not to do business with the supplier. A loyalty survey may address customer satisfaction, but would not necessarily provide a market assessment. A delight test or point of difference analysis may be useful in certain contexts, but would not specifically address the identified shortcomings of customer satisfaction measurement programs.

Two Shortcomings of Customer Satisfaction Measurement Programs - They Do