At the completion of its most recent fiscal year, the management of Fast Cars, Inc., a dealership firm, is evaluating their performance. They created a balanced scorecard at the beginning of the year and identified an objective of increasing customer satisfaction. What could they measure to see if they succeeded in their objective?
A) Analyze the average customer satisfaction rating on distributed surveys.
B) Calculate the percentage of employees who have completed the new customer service training implemented by HR.
C) Calculate the total revenues generated by new clients.
D) Evaluate the amount of time that it takes to process paperwork for new purchases.

Question

Quizplus · Accepted Answer

This question requires familiarity with balanced scorecards, different perspectives, and the elements that comprise each. Choice A is correct because it is an appropriate measure based on an objective of increasing customer satisfaction. The remaining three choices are incorrect since they measure other things that are not related to customer satisfaction.

At the Completion of Its Most Recent Fiscal Year, the Management