Question 1

Which one of the following statements regarding customer satisfaction is correct?

Accepted Answer

A)  the average business does not hear from 85 percent of its unhappy customers 
B)  for every complaint received, 9 or 10 people actually have the same problem 
C)  complainers are more likely to do business with you again than noncomplainers 
D)  the average person with a problem tells more than 20 people 
E)  customers who have their complaints resolved tell an average of 26 people 
A)  the average business does not hear from 85 percent of its unhappy customers 
B)  for every complaint received, 9 or 10 people actually have the same problem 
C)  complainers are more likely to do business with you again than noncomplainers 
D)  the average person with a problem tells more than 20 people 
E)  customers who have their complaints resolved tell an average of 26 people C

Question 2

Which of the following is not an indirect method of measuring customer satisfaction?

Accepted Answer

A)  sales records 
B)  profit reports 
C)  registered complaints 
D)  the "Scale of 100 Approach" 
E)  all the above are indirect measures 
A)  sales records 
B)  profit reports 
C)  registered complaints 
D)  the "Scale of 100 Approach" 
E)  all the above are indirect measures D

Question 3

Which of the following is not a benefit of customer satisfaction?

Accepted Answer

A)  the firm is more insulated from price competition 
B)  the firm provides a positive work environment for its employees 
C)  positive word-of-mouth is generated from satisfied customers 
D)  satisfied customers make purchases more frequently 
E)  all the above 
A)  the firm is more insulated from price competition 
B)  the firm provides a positive work environment for its employees 
C)  positive word-of-mouth is generated from satisfied customers 
D)  satisfied customers make purchases more frequently 
E)  all the above E

Question 4

A bias in survey results because of responses being received from only a limited group among the total survey population is called:

Accepted Answer

A)  response bias 
B)  question bias 
C)  social desirability bias 
D)  collection bias 
E)  none of the above 
A)  response bias 
B)  question bias 
C)  social desirability bias 
D)  collection bias 
E)  none of the above

Question 5

Which of the following is NOT a criticism of customer satisfaction research?

Accepted Answer

A)  focuses on whether current needs are being met but fails to investigate customers' future needs 
B)  focus on registered complaints 
C)  focus on global attributes and ignores operational elements 
D)  it often excludes the firm's employees from the survey process 
E)  customer know what they want and it is the worst strategy to follow 
A)  focuses on whether current needs are being met but fails to investigate customers' future needs 
B)  focus on registered complaints 
C)  focus on global attributes and ignores operational elements 
D)  it often excludes the firm's employees from the survey process 
E)  customer know what they want and it is the worst strategy to follow

Question 6

According to the Journal of Advertising Research, the most studied area inmarket:

Accepted Answer

A)  employee surveys 
B)  customer satisfaction surveys 
C)  environmental design 
D)  management development programs 
E)  service failure and recovery analysis 
A)  employee surveys 
B)  customer satisfaction surveys 
C)  environmental design 
D)  management development programs 
E)  service failure and recovery analysis

Question 7

Which of the following statements regarding customer satisfaction is incorrect?

Accepted Answer

A)  bad news is communicated to more people than good news 
B)  complainers are more likely to do business with you again than noncomplainers 
C)  the average business does not hear from 80 percent of its unhappy customers 
D)  for every complaint received, 26 customers actually have problems 
E)  95 percent of customers who have their complaints resolved quickly will continueto conduct business with the firm 
A)  bad news is communicated to more people than good news 
B)  complainers are more likely to do business with you again than noncomplainers 
C)  the average business does not hear from 80 percent of its unhappy customers 
D)  for every complaint received, 26 customers actually have problems 
E)  95 percent of customers who have their complaints resolved quickly will continueto conduct business with the firm

Which one of the following statements regarding customer satisfaction is correct?

Which of the following is not an indirect method of measuring customer satisfaction?

Which of the following is not a benefit of customer satisfaction?

A bias in survey results because of responses being received from only a limited group among the total survey population is called:

Which of the following is NOT a criticism of customer satisfaction research?

According to the Journal of Advertising Research, the most studied area inmarket:

Which of the following statements regarding customer satisfaction is incorrect?

People As Strategy: Managing Service Personnel

Managing the Servicescape and Other Physical Evidence

Effective Service Promotion

Considerations for Services Pricing

Focus on Service Processes

Consumer Decision Making in Services Marketing

Unique Discrepancies Between Goods and Services

Traditional Service Supersectors and Ethical Considerations

Pulling the Pieces Together: Creating a World Class Service Culture

Strategies for Facilitating Customer Loyalty Retention

Managing Service Failures and Implementing Effective Recovery Strategies

Service Quality: Identifying and Rectifying the Gaps

People As Strategy: Managing Service Customers

Understanding the Sevice Experience

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Exam 11: The Essentials of Customer Satisfaction Measurement

Which one of the following statements regarding customer satisfaction is correct?

Which of the following is not an indirect method of measuring customer satisfaction?

Which of the following is not a benefit of customer satisfaction?

A bias in survey results because of responses being received from only a limited group among the total survey population is called:

Which of the following is NOT a criticism of customer satisfaction research?

According to the Journal of Advertising Research, the most studied area inmarket:

Which of the following statements regarding customer satisfaction is incorrect?

People As Strategy: Managing Service Personnel

Managing the Servicescape and Other Physical Evidence

Effective Service Promotion

Considerations for Services Pricing

Focus on Service Processes

Consumer Decision Making in Services Marketing

Unique Discrepancies Between Goods and Services

Traditional Service Supersectors and Ethical Considerations

Pulling the Pieces Together: Creating a World Class Service Culture

Strategies for Facilitating Customer Loyalty Retention

Managing Service Failures and Implementing Effective Recovery Strategies

Service Quality: Identifying and Rectifying the Gaps

People As Strategy: Managing Service Customers

Understanding the Sevice Experience

Filters