An Article on Public Libraries Contained the Following Statement: "The

An article on public libraries contained the following statement: "The Balanced Scorecard helps organize and run the library according to a specific strategic plan, while demonstrating the library's value to the community as a whole." When dealing with the customer area of the Balanced Scorecard, the article advised librarians to use customer surveys. Why might this be a poor strategy to use?

A) It could create information overload.
B) Customer surveys are never reliable.
C) Stakeholders should not be involved in the creation of a Balanced Scorecard.
D) Results may only reveal halo effects.
E) Customer surveys are typically misleading, skewed to positive feedback.