Things that can be counted,timed or observed through audits are _____ customer-defined service standards.
A) Formal
B) Hard
C) Informal
D) Qualitative
E) Responsive

Question

Quizplus · Accepted Answer

Hard standards are those aspects of service that can be counted, timed, or observed through audits, distinguishing them from soft standards which are more subjective and related to the perceptions or feelings of customers.

Things That Can Be Counted,timed or Observed Through Audits Are