Total customer satisfaction is measured based on the relationship of ________.
A) expected value and total customer benefit
B) perceived performance and expectation
C) advertised outcomes and real outcomes
D) past experience and present experience
E) customer attitude and salesperson's attitude

Question

Quizplus · Accepted Answer

Total customer satisfaction is measured based on the relationship between the perceived performance of the product or service and the customer's expectation. If the perceived performance meets or exceeds the customer's expectation, then the customer will be satisfied. If the perceived performance falls short of the customer's expectation, then the customer will be dissatisfied. Therefore, option B is the correct answer.

Total Customer Satisfaction Is Measured Based on the Relationship of ________