SCO 3059 ch 3 quiz
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
Most women in the township of Adington prefer to visit Sharon's Hair Salon because of the attractive interiors, well-designed equipment and neatly dressed employees. Which of the following dimensions is influencing customer perceptions of quality in the above scenario?
Tangibles
Which of the following is true of consumers of an organization?
The consumers of an organization are the ultimate purchasers and users of the organization's products.
The term 'customer engagement' refers to:
customers' investment in or commitment to a brand and product offerings.
According to the Kano Model, new or innovative features that customers do not expect or even anticipate, fall under the category of _____.
delighters
The customer satisfaction measurement of "customer perceived value" focuses more on customer satisfaction than on loyalty.
F
According to the Kano model, which of the following features in a refrigerator is most likely to fall under the category of a delighter?
Anti-freeze feature that does not freeze food inside the refrigerator
Which of the following dimensions of quality, as suggested by David A Garvin, refers to the degree to which physical and performance characteristics of a product match pre-established standards?
Conformance
Which of the following is the first step in developing a customer satisfaction survey?
Determining the purpose of the survey
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
Which of the following survey instruments is most likely to be effective in generating a significant amount of qualitative information from the customers?
Focus groups
Which of the following survey instruments is most commonly used because of low data collection costs and ease of analysis associated with it?
Formal written surveys
Which of the following is an advantage offered by customer-supplier partnerships to businesses?
It allows organizations to share the risks in new product development and improve products through early design recommendations.
Which of the following is used by organizations to measure customer response by allowing them to express their degree of opinion?
Likert Scale
Which of the following is a reason why organizations measure customer engagement and satisfaction?
It helps them to discover customer perceptions of how well the organization is doing in meeting customer needs.
Which of the following is true of the American Customer Satisfaction Index?
It is based on customer evaluations of the quality of goods and services.
Which of the following is true of the 'customer perceived value' measurement used by organizations to measure customer satisfaction?
It measures how customers assess benefits of the product against costs in making purchase decisions.
According to the dimensions of quality, as suggested by David A Garvin, _____ refers to the probability of a product's surviving over a specified period of time under stated conditions of use.
Reliability
Which of the following dimensions that contribute to customer perceptions of quality refers to the willingness of the service providers to help customers and provide prompt service?
Responsiveness
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
Which of the following is true of customers who are regarded as "promoters" based on the net promoter score associated with these customers?
They are less price-sensitive and more profitable.
Which of the following is a disadvantage associated with using formal written surveys as survey instruments for measuring customer satisfaction?
They generally measure predetermined perceptions of what is important to the customers.
Which of the following is most likely to be true of a customer-focused organization?
They make it easy for the customers to conduct business.
According to the gap model, the term "_____" refers to the outcome of the production process and what is delivered to the customer.
actual quality
The _____ dimension of the quality, as suggested by David A. Garvin, refers to how a product looks, feels, sounds, tastes, or smells.
aesthetics
Internal customers of an organization are those people who:
are a part of the organization who provide inputs and help to create outputs for customers.
According to the classification system proposed by Juran, customers who belong to the group of 'the vital few':
deserve special attention on an individual basis.
The final task in designing a customer satisfaction survey is to:
design the reporting format and the data entry methods.
According to the Kano Model, the basic requirements that customers expect in a product and which are generally not stated by customers but assumed as given, fall into the category of _____.
dissatisfiers
The _____ dimension of the quality, as suggested by David A. Garvin, refers to the amount of use one gets from a product before it physically deteriorates or until replacement is preferable.
durability
Customer-focused organizations consider complaints as opportunities for improvement as:
effectively resolving complaints increases customer loyalty and retention.
According to the gap model, the term "_____" refers to the needs and requirements of a customer.
expected quality
Affinity diagram is a tool that can be used by organizations to:
gather and organize a large number of ideas or facts.
While designing a customer satisfaction survey, organizations should use:
questions that address only one issue or idea.
The ASQ Quality Glossary defines customer _____ as "the result of delivering a product or service that meets customer requirements."
satisfaction
Maple Products is a manufacturer of electronic goods that markets its products in several countries across the world. The company makes sure that the spare parts of the products are available in all their markets and also ensures that the technical personnel in their retail outlets are adequately trained to repair their products. In the context of the dimensions of quality, as suggested by David A. Garvin, the efforts taken by the company will enhance the _____ dimension of its product quality.
serviceability
The term "voice of the customer" refers to:
the customer requirements as expressed in the customer's own terms.
The Kano Model of customer requirements uses the term "satisfiers" to refer to:
the requirements that customers expressly say they want in a product.
The net present value of a customer is:
the total profits (revenues associated with a customer minus the expenses needed to serve a customer) discounted over time.
