Measures of the balanced scorecard's customer perspective include all of the following EXCEPT
A) market share.
B) customer satisfaction.
C) employee training on new products.
D) number of repeat customers.

Question

Quizplus · Accepted Answer

The measures included in the customer perspective of the balanced scorecard should relate to customer satisfaction and retention, such as market share, customer satisfaction, and number of repeat customers. Employee training on new products is more suitable for the learning and growth perspective.

Measures of the Balanced Scorecard's Customer Perspective Include All of the Following