US Bank uses a complex polling system coupled with a customer response measurement system to assess consumers' responses to new products and services. US Bank is using a(n)________ program to improve service quality and service offerings.
A)quality gap analysis
B)empowerment
C)zone of tolerance
D)standards analysis
E)voice-of-customer

Question

Quizplus · Accepted Answer

US Bank is using a voice-of-customer program to assess consumers' responses to new products and services. The use of a polling system and customer response measurement system are both components of a voice-of-customer program. The goal of this type of program is to better understand the needs and wants of customers and use that information to improve service quality and offerings.

US Bank Uses a Complex Polling System Coupled with a Customer