Customer satisfaction surveys, as part of an external customer service audit, should include all of the following except?
A) Opportunities for a customer to indicate satisfaction with firm performance on each customer service element
B) Opportunities for a customer to indicate satisfaction with a firm's competitors
C) Opportunities to express customer changes in demographics (e.g., changes in marital status, address, etc.)
D) Opportunities to provide free-form comments

Question

Quizplus · Accepted Answer

Customer satisfaction surveys should focus on feedback related to the company's services and performance, not on personal demographic changes of the customer.

Customer Satisfaction Surveys, as Part of an External Customer Service