Bank of America uses a complex polling system coupled with a customer response measurement system to assess consumers' responses to new products and services.Bank of America is using a __________ program to improve service quality and service offerings.
A) quality gap analysis
B) empowerment
C) zone of tolerance
D) standards analysis
E) voice-of-customer

Question

Quizplus · Accepted Answer

Bank of America is using a voice-of-customer program, which involves polling and measuring customer responses, to improve service quality and offerings. A quality gap analysis, empowerment, zone of tolerance, and standards analysis are all related to service quality and improvement but do not directly relate to the specific approach taken by Bank of America.

Bank of America Uses a Complex Polling System Coupled with a Customer