US Franchise System,Inc.(USFS)franchises its brand names such as Microtel Inns & Suites,Hawthorn Suites and Best Inns to independent hotel owners and operators.Every three months,employees from a different franchise overseen by USFS conduct customer satisfaction telephone surveys.Among the employees who regularly participate in the survey process are senior managers,who are trained and certified to conduct survey interviews.Which type of interaction activity is USFS using to improve upward communication?

Question

Quizplus · Accepted Answer

The activity described involves senior managers directly interacting with customers through surveys, which is an example of executive listening approaches. This method is used to improve upward communication by gathering feedback directly from the end-users or customers.