Top firms audit both their own and their competitors' service performance on a regular basis by collecting ________ measurements to probe customer satisfaction.

Question

Quizplus · Accepted Answer

The most effective way for top firms to audit their own and their competitors' service performance is by collecting "voice of the customer" measurements to probe customer satisfaction. This can be done through surveys, focus groups, and other methods that directly solicit feedback from customers. Chat rooms, email solicitation, and consumer activist groups may provide some insight, but they are not as reliable or comprehensive as collecting direct feedback from customers through voice of the customer measurements.

Top Firms Audit Both Their Own and Their Competitors' Service