As a way of measuring customer satisfaction, many organizations ask their customers to fill out customer satisfaction surveys. The precision with which these surveys actually measure customer satisfaction is referred to as
A) sensitivity.
B) fine tuning.
C) vigor.
D) robustness.
E) information integrity.

Question

Quizplus · Accepted Answer

Sensitivity refers to the ability of a measure (in this case, customer satisfaction surveys) to accurately detect or measure the variable of interest, which is customer satisfaction.

As a Way of Measuring Customer Satisfaction, Many Organizations Ask