Which of the following is a proactive method a firm might use to assess customer satisfaction?
A) visiting, calling, or mailing written surveys to clients
B) soliciting complaints from dissatisfied customers
C) using mystery shoppers to evaluate the quality of service provided
D) monitoring Web discussion groups

Question

Quizplus · Accepted Answer

Visiting, calling, or mailing written surveys to clients is a proactive method since it involves reaching out to customers before they express their thoughts or opinions. This allows the firm to collect feedback on various aspects of their products or services to improve upon them. The other options are reactive methods since they involve responding to customer complaints or monitoring discussions online after the fact.

Which of the Following Is a Proactive Method a Firm