Collecting information at the point of sale is a straightforward and inexpensive way to assess service quality,but this approach will NOT be useful if
A) customers cannot assess service quality,as in the case of oil change or maintenance check.
B) decision-making managers do not get the results of the feedback.
C) the person who rendered poor service is the same person collecting the information.
D) customers are rushed and don't take the time to assess the service.
E) any of these occur.

Question

Quizplus · Accepted Answer

Any of these factors can render collecting information at the point of sale useless or inaccurate. Customers must be able to accurately assess service quality, results must be relayed to decision-making managers, the person collecting the information cannot be responsible for poor service, and customers must have enough time to assess the service.

Collecting Information at the Point of Sale Is a Straightforward