The Canfields want to landscape their 15-acre yard. The couple plans an herb garden in back that will lead to an English cottage garden. In the west side yard, they are planning on a Japanese garden and a rose garden will be located in the east side yard. They have hired a landscaper to draw the design and to do the actual planning. The Canfields want input on the landscaping. They have asked the landscaper to set up several points where they can give their inputs, correct anything they do not like and make changes before the plan is finalized. Most landscapers would be bothered with this seeming interference, but the landscaper the Canfields chose has used this method for years as a way to measure his company's customer service performance. The landscaper is using a method of gathering customer information most similar to which of the following methods?
A) Trailer calls
B) Market-oriented ethnography
C) Process checkpoint evaluations
D) Requirements research
E) Critical incidents studies

Question

Quizplus · Accepted Answer

The method used by the landscaper is process checkpoint evaluations, where the landscaper sets up several points where the customer can give input and make changes before the plan is finalized. This is a way for the landscaper to measure his company's customer service performance, which is similar to process checkpoint evaluations. Trailer calls, market-oriented ethnography, requirements research, and critical incidents studies are methods of gathering customer information, but they are not similar to the method used by the landscaper in this scenario.

The Canfields Want to Landscape Their 15-Acre Yard