chapter 3 quiz true false
The needs and expectations of external customers are different from those of consumers.
T
The net promoter score is the difference in the percentage of promoters and detractors.
T
The customer satisfaction measurement of "customer perceived value" focuses more on customer satisfaction than on loyalty.
F
According to Juran, the customers who fall under the category of "vital few" typically need only standardized attention as a group.
F
According to the Kano Model, 'satisfiers' are the basic requirements that customers expect in a product or service which are generally not stated by customers but assumed as given.
F
In the case of a customer satisfaction survey, formal written surveys tend to generate more qualitative data than face-to-face interviews.
F
In the context of the dimensions of quality, as suggested by David A. Garvin, reliability is the amount of use one gets from a product before it physically deteriorates.
F
In the context of the gap model, a customer will be satisfied when the expected quality of a product is higher than the actual quality.
F
Loyal customers are more costly to do business with compared to other customers.
F
The internal customers of a company are those people who ultimately purchase and use the company's products.
F
Affinity diagrams help firms to efficiently organize large volumes of information and identify natural patterns or groupings in the information.
T
Complaints allow an organization to learn about product failures and service problems, particularly the gaps between expectations and performance.
T
Customer -supplier partnerships help organizations to improve products through early design recommendations and also reduce operations costs through better communications.
T
Customer contact employees are often the only means by which a customer interacts with an organization.
T
Customer relationship management systems help organizations to identify and target their most profitable customers.
T
Customer satisfaction and engagement measurement allows an organization to identify causes of dissatisfaction and failed expectations as well as drivers of delight to understand the reasons why customers are loyal or not loyal to the company.
T
Customer satisfaction or dissatisfaction takes place during moments of truth.
T
Customer satisfaction surveys will be effective when the questions included in the survey can provide actionable results.
T
Customer-focused organizations empower their front-line people to do whatever is necessary to satisfy a customer.
T
Customers who are merely satisfied may often purchase from competitors because of convenience, promotions, or other factors.
T
Dissatisfied individual and business customers often tend to complain to the organization about the problems.
T
Loyal customers are most likely to be dissatisfied when problems are not resolved after complaining to the organization.
T
The "reliability" dimension of a service depends on the ability of the service provider to provide what was promised to the customers, dependably and accurately.
T
The effectiveness of the field intelligence method of gathering customer information depends upon a culture that encourages open communication with superiors.
T
The focus groups have a higher cost of implementation compared to other approaches used for gathering customer information.
T
