One way to evaluate customer satisfaction and use it effectively is to collect information on both the importance and the performance of _____.
A)the marketing process
B)customer service personnel
C)key quality characteristics
D)sales data.

Question

Quizplus · Accepted Answer

Evaluating customer satisfaction requires understanding both the key quality characteristics that customers care about and how well the company is actually performing in those areas. Collecting information on both importance and performance can help a company identify areas where they need to improve to better meet customer expectations. Marketing process, customer service personnel, and sales data may also be important factors to consider, but they are not directly related to evaluating customer satisfaction.

One Way to Evaluate Customer Satisfaction and Use It Effectively