Customer satisfaction can be quantified by
A) perceived performance divided by actual performance.
B) actual performance divided by expected performance.
C) perceived performance divided by expected performance.
D) actual performance divided by perceived performance.
E) expected performance divided by actual performance.

Question

Quizplus · Accepted Answer

Customer satisfaction is often quantified by comparing perceived performance (what the customer believes they received) against expected performance (what the customer thought they would receive before the purchase). This ratio reflects how well the product or service met or exceeded the customer's expectations.

Customer Satisfaction Can Be Quantified by