Multiple Choice
The best way to measure satisfaction is to use which of the following?
A) service quality gap measures
B) a direct measure: merely ask if the service was better, worse or about what was expected
C) a transaction specific measure
D) a cumulative satisfaction score
E) none of the above
Correct Answer:
Verified
Correct Answer:
Verified
Q13: Customers who participate in satisfaction surveys register
Q14: Which of the following is NOT true
Q15: The drivers of value equity are<br>A)the 4Ps.<br>B)price,
Q16: RFM stands for recency, frequency and monetary
Q17: A simple but effective way to measure
Q19: Company 3E measures of CRM effectiveness include<br>A)enterprise
Q20: Some useful measures of customer acquisition effectiveness
Q21: Computing share of category is similar to
Q22: NPS stands for Net Product Score.
Q23: Customer information is gathered through a variety