Which of the measures below would be most likely to be found in the customer perspective of the balanced scorecard?
A) Training days per employee
B) Residual income
C) Change in market share
D) Percent capacity utilisation

Question

Quizplus · Accepted Answer

The customer perspective of the balanced scorecard focuses on metrics that reflect the company's success in the eyes of its customers, such as customer satisfaction, retention, acquisition, and market share. Change in market share (C) directly measures how a company's position in the marketplace is improving or declining, making it a key indicator of customer preference and competitive performance.

Which of the Measures Below Would Be Most Likely to Be