The two research methods used to document customers' opinions about whether service performance met the standards established are benchmarking and critical incident surveys.

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Benchmarking is a method used for comparing business processes and performance metrics to industry bests and best practices from other companies, while critical incident surveys focus on specific, significant occurrences (incidents) to evaluate service performance. Customer opinions about service performance are more directly documented through methods like surveys, interviews, and feedback forms rather than benchmarking.

The Two Research Methods Used to Document Customers' Opinions About