Top firms audit service performance, both their own and their competitors' on a regular basis. They collect ________ measurements to probe customer satisfiers and dissatisfiers.
A) focus group
B) chat room
C) e-mail solicitation
D) voice of the customer
E) consumer activists group

Question

Quizplus · Accepted Answer

The phrase "voice of the customer" suggests that firms collect direct feedback from their customers about their satisfaction with the service they received. Focus groups and chat rooms may be used for market research purposes, but may not necessarily capture feedback on service performance. E-mail solicitation may be used to gather feedback, but it is not specific to service performance. Consumer activists group is not a common method of collecting feedback on service performance.

Top Firms Audit Service Performance, Both Their Own and Their