A Recent Aetna Health Plan Customer Satisfaction Survey Measured Consumer

A recent Aetna health plan customer satisfaction survey measured consumer satisfaction in seven areas: overall satisfaction,willingness to recommend a plan,on-line tools,customer service,complaint resolution,plan communication and enrollment process.These seven areas represent _____ that can be used to assess performance again and again.

A) metrics
B) assessment programs
C) proactive gauges
D) qualifiers
E) situational appraisals