A survey on customer feedback for an industrial paper company found that about 80 per cent of customers' satisfaction scores were accounted for because of order processing,delivery and post-sale services.This finding substantiates which of the following statements?

Question

Quizplus · Accepted Answer

The survey found that customer satisfaction is influenced by factors other than the product itself, specifically order processing, delivery, and post-sale services. This suggests that a customer-centric approach that prioritizes these factors can lead to higher satisfaction scores and potentially a competitive advantage. It also implies that pricing may not be solely based on production and distribution costs but also on the level of service provided to customers.

A Survey on Customer Feedback for an Industrial Paper Company