Question 1

What metric measures the percentage of the total number of items on the order that the firm shipped on time?

Accepted Answer

The answer of What metric measures the percentage of the...

Question 2

The marketing strategy that reflects the idea that a firm's long-term success must include a company-wide effort to satisfy customer needs and wants is referred to as

Accepted Answer

The marketing concept is the marketing strategy that reflects the idea that a firm's long-term success must include a company-wide effort to satisfy customer needs and wants. This means that all departments of the company must focus on understanding and meeting the needs of their customers in order to achieve success.

Question 3

When companies meet the needs and expectations customers have for their goods or services,they have achieved

Accepted Answer

Customer satisfaction refers to the extent to which a customer's expectations have been met or exceeded. Thus, when a company meets the needs and expectations customers have for their goods or services, they have achieved customer satisfaction.

Question 4

The performance measurement that calculates the percentage of an order shipped on time and complete is called the

Accepted Answer

The answer of The performance measurement that calculates the percentage...

Question 5

Which of the following metrics judges the reliability of the order system,and determines that the failure to meet all of its requirements results in a score of zero?

Accepted Answer

The perfect order rate metric judges the reliability of the order system and requires that all requirements are met for a score of 100%. Any failure to meet the requirements results in a zero score. This metric includes order accuracy, on-time delivery, complete documentation, and damage-free delivery, among other factors.

Question 6

What metric measures the value of goods shipped on time versus the total value of the order?

Accepted Answer

The metric that measures the value of goods shipped on time versus the total value of the order is the dollar fill rate, which is calculated by dividing the total value of goods shipped on time by the total value of goods ordered. This metric provides insight into how effectively a company is meeting customer demand and fulfilling orders, while also considering the value of those orders. The other options do not specifically measure the value of goods shipped on time compared to the total value of the order.

Question 7

A company's emphasis on customer satisfaction develops as a consequence of a

Accepted Answer

A company's emphasis on customer satisfaction develops as a consequence of a customer orientation, where the company focuses on understanding and meeting the needs and wants of the customers. This results in the company striving to provide high-quality products or services that meet or exceed customer expectations, leading to higher customer satisfaction. Product orientation emphasizes the quality of the product, service orientation focuses on delivering outstanding service, sales orientation emphasizes sales volume over customer needs, and competitor orientation focuses on outperforming competitors rather than meeting customer needs.

Question 8

A firm's flexibility is measured by which metric?

Accepted Answer

Flexibility refers to a firm's ability to respond quickly and efficiently to changes in customer demand or market conditions. Responsiveness is the metric that best measures a firm's flexibility, as it reflects the speed and agility with which the firm can adapt to changing circumstances. On-time delivery, order cycle time, perfect order rate, and fill rate are important metrics for measuring supply chain performance, but they do not necessarily reflect a firm's overall flexibility.

Question 9

A critical element to performance measurement metrics is

Accepted Answer

Customer input is a critical element to performance measurement metrics as it provides insights into customer satisfaction, preferences, and areas for improvement. Customer feedback can be used to evaluate performance and make strategic decisions to improve business operations. Without customer input, it can be difficult to accurately assess performance and identify areas for improvement. While employee training, CRM programs, employee input, and production efficiency are important factors, customer input is essential to creating a well-rounded performance measurement system.

Question 10

When a firm measures the accuracy and timeliness of the information fed back to a customer concerning product availability and delivery dates,it is measuring customer communication at what point?

Accepted Answer

The answer of When a firm measures the accuracy and...

Question 11

Which measure of customer service effectiveness focuses on trends in repeat buying from current customers?

Accepted Answer

Customer loyalty is the measure of customer service effectiveness that focuses on trends in repeat buying from current customers. If customers are continually purchasing and returning to a business, it shows that they are satisfied with the customer service they have received. Therefore, customer loyalty is an essential metric for assessing the success of customer service efforts.

Question 12

A consumer can be happy with a product but switch to another company's good or service if it can provide additional value.This is why,according to your text,customer-driven companies strive to ________ their customers.

Accepted Answer

The text mentions that consumers may switch to another company's product if it can provide additional value, even if they are currently happy with their current product. Customer-driven companies aim to go beyond satisfying their customers, and instead aim to delight them by providing additional value and exceeding their expectations. Therefore, the best choice is D, "delight."

Question 13

The performance measurement known as line fill rate measures

Accepted Answer

The answer of The performance measurement known as line fill...

Question 14

The metric that measures the ability of the order system to react to customer orders is the

Accepted Answer

The order cycle time measures the time it takes for an order to be placed, processed, and delivered to the customer. This metric directly reflects on the ability of the order system to react to customer orders in a timely manner. Options B, C, D, and E, while important metrics in the order fulfillment process, do not specifically measure the system's ability to react to customer orders.

Question 15

What do post-incident surveys measure?

Accepted Answer

Post-incident surveys measure the customer's service experience with the company. While options A, B, D, and E might be measured in other types of surveys, they are not specific to post-incident surveys.

Question 16

An order has a total of 368 items (worth $23,000)and the firm ships 354 of the items (worth $21,000)on time.What is the dollar fill rate?

Accepted Answer

The answer of An order has a total of 368...

Question 17

Which of the following is not a requirement necessary to constitute a perfect order?

Accepted Answer

While including return packaging material may be a good customer service practice, it is not a requirement necessary to constitute a perfect order. The other options listed are all essential components of a perfect order.

Question 18

An order has a total of 625 items (worth $17,000)and the firm ships 545 of the items (worth $13,000)on time.What is the item fill rate?

Accepted Answer

The answer of An order has a total of 625...

Question 19

According to your text,the ultimate goal of achieving customer satisfaction is

Accepted Answer

The ultimate goal of achieving customer satisfaction is to promote brand loyalty. When customers are satisfied with a brand, they are more likely to become loyal customers who will continue to purchase products or services from the same brand in the future. This is important because loyal customers can be a source of recurring revenue and can also serve as advocates for the brand, recommending it to others and promoting it through word-of-mouth advertising.

Question 20

Which performance metric measures how many shipments are delivered per the requested delivery date?

Accepted Answer

On-time delivery measures the percentage of shipments that are delivered on or before the requested delivery date.

Quiz 14: Customer Relationship Management