Question 1

According to your text, the ultimate goal of achieving customer satisfaction is to

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Question 2

Companies can assess if they are doing a good job servicing their customers by establishing performance measurements, also known as

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Question 3

What metric judges the reliability of the order system, and determines that the failure to meet all of its requirements results in a score of zero?

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Question 4

Which of the following is not a requirement necessary to constitute a perfect order?

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A perfect order is defined by its accuracy and completeness in terms of billing, delivery location, item accuracy, and timeliness. The inclusion of return packaging material, while beneficial for customer service, is not a standard requirement for an order to be considered perfect.

Question 5

The performance measurement known as line fill rate measures

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Question 6

Which performance metric measures how many shipments are delivered per the requested delivery date?

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Question 7

When a firm measures the accuracy and timeliness of the information fed back to a customer concerning product availability and delivery dates, it is measuring customer communication at what point?

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Customer communication at the transaction point includes measuring the accuracy and timeliness of the information provided to a customer regarding product availability and delivery dates. This is because such information is typically communicated during the transaction phase, when the customer is making a purchase or placing an order.

Question 8

A consumer can be happy with a product but switch to another company's good or service if provided additional value. This is why, according to your text, customer-driven companies strive to ________ their customers.

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Customer-driven companies aim to delight their customers, going beyond merely satisfying them, to ensure loyalty and repeat business even in the face of competitors offering additional value.

Question 9

When companies meet the needs and expectations customers have for their goods or services, they have achieved

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Customer satisfaction is achieved when companies meet the needs and expectations customers have for their goods or services. This is a fundamental concept in marketing and business, reflecting how well a company's products or services match customer expectations.

Question 10

What do post-incident surveys measure?

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Question 11

Which measure of customer service effectiveness focuses on trends in repeat buying from current customers?

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Question 12

What metric measures the percentage of the total number of items on the order that the firm shipped on time?

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Question 13

Web-based technologies that enable a company to build and manage social media solutions and services are referred to as

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Question 14

The metric that measures the ability of the order system to react to customer orders is the

Accepted Answer

The perfect order rate measures the ability of the order system to react to customer orders by taking into account all aspects of the order, including accuracy, on-time delivery, and item fill rate.

Question 15

The performance measurement that calculates the percentage of an order shipped on time and complete is called the

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Question 16

What metric measures the value of goods shipped on time versus the total value of the order?

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Question 17

A critical element to performance measurement metrics is

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Question 18

An order has a total of 368 items (worth $23,000)and the firm ships 354 of the items (worth $21,000)on time. What is the dollar fill rate?

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Question 19

An order has a total of 625 items (worth $17,000)and the firm ships 545 of the items (worth $13,000)on time. What is the item fill rate?

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Question 20

A firm's flexibility is measured by which metric?

Accepted Answer

Flexibility in a firm, especially in the context of supply chain and operations, is often measured by its responsiveness. This refers to the ability of the firm to react to changes in demand, adjust its production, and meet customer needs promptly.

Quiz 15: Customer Relationship Management