The number of products returned by customers, the number of product defects and on-time delivery are measures related to:
A) financial perspective.
B) customer perspective.
C) internal business processes.
D) learning and growth.

Question

Quizplus · Accepted Answer

The number of products returned by customers and the number of product defects are measures of customer satisfaction, which falls under the customer perspective in the balanced scorecard framework. On-time delivery is also considered as a measure of customer satisfaction, as it reflects how well the company is meeting its promises to the customers.

The Number of Products Returned by Customers, the Number of Product