Based on Research on Market Leaders' Customer Satisfaction Programs, Which

Multiple Choice

Based on research on market leaders' customer satisfaction programs, which of the following is true of the various aspects of customer satisfaction measurement (CSM) of an organization?

A) There was a commitment to increasing service quality and customer satisfaction from employees at the top levels within the organization.
B) Top management was primarily responsible for designing CSM programs and questionnaires.
C) Results of all research related to customer measurement were made available to customers, but not necessarily to employees.
D) Evaluations related to customer measurement included both the company's and competitors' satisfaction performance.