If a company wanted to learn how customers feel about their products,the most appropriate metric would be to track the __________.
A)number of positive vs.negative blogs posts and videos about the company and their products
B)number of visitors who arrive at its Web site from a tweet or the company's Facebook fan page
C)sales of competing and substitute products
D)number of service calls and complaint calls

Question

Quizplus · Accepted Answer

Tracking the number of positive vs. negative blog posts and videos about the company and their products would provide insight into how customers feel about the products. This metric would provide qualitative data on customer sentiment and help the company identify areas for improvement. B would track website traffic, but not necessarily customer satisfaction. C would track competitor sales, which is not directly related to customer sentiment for the company's products. D would track customer issues and complaints, but not overall customer satisfaction.

If a Company Wanted to Learn How Customers Feel About