In a typical customer satisfaction survey, the best indicator of business performance is
A) the percentage of customers who are willing to recommend the firm.
B) the percentage of customers who plan to repurchase from the firm.
C) the number of customers who scored a 5 (very satisfied) .
D) the number of customers who scored a 1 (very dissatisfied) .
E) the average satisfaction score.
Correct Answer:
Verified
Q1: By understanding customer needs, ACE Hardware has
Q2: An American Customer Satisfaction Index (ACSI) study
Q3: A typical way to measure customer satisfaction
Q5: Intention to repurchase or willingness to recommend
Q6: Building customer retention is very important because
Q7: Over time the impact of advertising
A) diminishes.
B)
Q8: In order to build brand awareness and
Q9: On a customer satisfaction survey, different levels
Q10: By enabling customers to rate its products
Q11: Shareholder value is created by
A) investment in
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