Customer satisfaction:
A)is the same as customer value
B)can occur even if the product does not meet customer expectations
C)is most likely to be achieved by companies that have a production orientation
D)refers to the customer's feeling that a product has met or exceeded expectations
E)is accurately described by all of the above

Question

Quizplus · Accepted Answer

Customer satisfaction occurs when a product meets or exceeds the customer's expectations, which is what choice D states. Choices A, B, and C do not accurately describe customer satisfaction. Customer value is different from satisfaction, satisfaction can't occur if expectations are not met, and a production orientation does not necessarily lead to customer satisfaction.

Customer Satisfaction