Which of the following is the most appropriate lead indicator in relation to 'customer satisfaction rating'?
A) Market share
B) Number of customer complaints
C) Percentage of on-time delivery
D) Sales growth

Question

Quizplus · Accepted Answer

Percentage of on-time delivery is a lead indicator for customer satisfaction as it indicates how well the organization is fulfilling its promises to customers, which is a major driver of satisfaction. Market share, sales growth, and number of customer complaints could be lag indicators of customer satisfaction, as they reflect the outcomes of customer satisfaction rather than being direct predictors of it.

Which of the Following Is the Most Appropriate Lead Indicator