Mathematically, customer satisfaction is a function of the extent to which perceived performance exceeds expectations. A customer satisfaction ratio of .95 indicates that a customer is
A) very satisfied.
B) slightly satisfied.
C) neutral-expectations were met.
D) slightly dissatisfied.
E) very dissatisfied.

Question

Quizplus · Accepted Answer

A customer satisfaction ratio of 0.95 indicates that the perceived performance is slightly below expectations, leading to slight dissatisfaction.

Mathematically, Customer Satisfaction Is a Function of the Extent to Which