Which of the following measures would be the best indicator of whether your organization's personnel have a customer orientation?
A) Ask each employee's boss if that person is customer-oriented.
B) Assess each employee's impact on the profitability of the firm.
C) Survey customers on how oriented the organization's personnel are to customer needs and desire.
D) Assess how well each employee has contributed to the marketing success of the firm by examining every financial statement created by the organization.
E) Test employees on their knowledge of customer service techniques.

Question

Quizplus · Accepted Answer

Surveying customers on how oriented the organization's personnel are to customer needs and desires would provide the most direct and accurate feedback on whether personnel have a customer orientation from the perspective of the customers themselves. B, D, and E would only indirectly measure customer orientation, while A relies on subjective judgments from bosses which may not always align with customer perspectives.

Which of the Following Measures Would Be the Best Indicator