Customer Satisfaction Concepts Quiz
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Questions and Answers

What is the primary cause of the knowledge gap in customer satisfaction?

  • Overly complicated service procedures.
  • Insufficient marketing research. (correct)
  • Lack of communication between management and customers.
  • Management's clear understanding of customer needs.

Which of the following reflects the policy gap in customer satisfaction?

  • Establishing high standards for employee performance.
  • Conducting regular market surveys to gauge customer satisfaction.
  • Creating product features that align with customer preferences.
  • Management's understanding of customer desires not being reflected in actual services. (correct)

How can organizations effectively address the knowledge gap?

  • Reducing customer interaction to streamline processes.
  • Implementing strict cost controls to limit feedback.
  • Conducting regular market research and feedback collection. (correct)
  • Increasing the number of management layers.

What is a recommended solution to mitigate the policy gap?

<p>Involving frontline employees in the decision-making process. (C)</p> Signup and view all the answers

What is the first step in the research roadmap?

<p>Orientation – define research problem (C)</p> Signup and view all the answers

What determines customer satisfaction according to the expectation confirmation theory?

<p>Expectation versus perceived performance (A)</p> Signup and view all the answers

In the context of expectation confirmation theory, what leads to dissatisfaction?

<p>Negative disconfirmation of expectations (A)</p> Signup and view all the answers

Which dimension of SERVQUAL assesses the physical appearance of facilities and personnel?

<p>Tangibles (C)</p> Signup and view all the answers

What does the reliability dimension of SERVQUAL refer to?

<p>Timeliness of service delivery (C)</p> Signup and view all the answers

What do customers seek when evaluating a value proposition?

<p>Reasons to choose one provider over another (C)</p> Signup and view all the answers

Which factor is NOT part of the expectation confirmation theory (ECT)?

<p>Brand reputation (D)</p> Signup and view all the answers

How is empathy evaluated in the SERVQUAL model?

<p>Through staff friendliness and patience (C)</p> Signup and view all the answers

What is the result of positive confirmation in the expectation confirmation theory?

<p>Satisfaction (A)</p> Signup and view all the answers

What does 'conformance' refer to in quality criteria?

<p>The degree to which a product is made according to its design specifications (B)</p> Signup and view all the answers

Which dimension of quality measures a product's performance attributes?

<p>Performance (A)</p> Signup and view all the answers

What aspect of quality criteria is primarily subjective and influenced by branding?

<p>Experienced quality (D)</p> Signup and view all the answers

Which dimension of product quality assesses how easily maintenance can be performed?

<p>Maintainability (A)</p> Signup and view all the answers

How is 'reliability' defined in the context of product quality?

<p>The likelihood that a product will function correctly over a specified time (B)</p> Signup and view all the answers

What is 'durability' in the context of quality criteria?

<p>The product's lifespan before it starts to degrade in functionality (C)</p> Signup and view all the answers

Which of these factors is not affected by a product's aesthetic value?

<p>The durability of the product (D)</p> Signup and view all the answers

Which dimension would likely assess the company's responsiveness to customer complaints?

<p>Responsiveness (D)</p> Signup and view all the answers

Which condition is essential for the emergence of a quality culture?

<p>Consistent leadership (D)</p> Signup and view all the answers

In the context of quality culture, what does it mean for employees to take ownership?

<p>They are encouraged to make their own decisions on quality matters (D)</p> Signup and view all the answers

Which of the following best describes a characteristic of a quality culture?

<p>Quality is a shared personal value among all employees (D)</p> Signup and view all the answers

Which of these aspects is NOT part of the definition of business results in governance and finance?

<p>Enhance the organization’s competitive advantage (B)</p> Signup and view all the answers

What is suggested as a method to involve colleagues in promoting quality?

<p>Hold quality competitions and showcase good ideas (A)</p> Signup and view all the answers

What does the concept of 'innovation and learning' emphasize?

<p>Opportunities for improvement and renewal matched to goals (D)</p> Signup and view all the answers

Which of the following statements aligns with the Total Quality Management (TQM) approach?

<p>We do not only look at the end result but also the process (C)</p> Signup and view all the answers

What type of cost of quality is represented when a company recalls a product due to quality issues?

<p>External failure costs (B)</p> Signup and view all the answers

Which aspect is measured by the Net Promoter Score (NPS)?

<p>Willingness to recommend (A)</p> Signup and view all the answers

What does the Customer Effort Score (CES) focus on?

<p>Effort experienced by the customer (D)</p> Signup and view all the answers

What is the purpose of an importance/performance chart?

<p>To relate importance and satisfaction of specific aspects (B)</p> Signup and view all the answers

What is the primary benefit of creating a journey map?

<p>To visualize customer interactions and gain insights (A)</p> Signup and view all the answers

Which of the following best describes a persona in the context of customer experience?

<p>A fictional character representing a type of customer (A)</p> Signup and view all the answers

Which group of stakeholders is primarily focused on internal satisfaction measures?

<p>Employees / staff (C)</p> Signup and view all the answers

What type of feedback does CSAT measure?

<p>General customer satisfaction (B)</p> Signup and view all the answers

Which of the following dimensions are included in a journey map?

<p>Emotions experienced by the customer (B)</p> Signup and view all the answers

What is the primary purpose of the ISO 9001 standard?

<p>To define how an organization can guarantee its quality (D)</p> Signup and view all the answers

What does the phrase 'Say what you do, do what you say, prove you do' refer to in the context of ISO 9001?

<p>Principles of quality management (D)</p> Signup and view all the answers

Which of the following is NOT a benefit of ISO 9001 certification?

<p>Guaranteed financial profitability (D)</p> Signup and view all the answers

What is the first step in the step-by-step plan for ISO 9001 certification?

<p>Support (C)</p> Signup and view all the answers

In the context of PDCA learning cycles, what is meant by 'professional curiosity'?

<p>Interest in improving individual professional skills (D)</p> Signup and view all the answers

What is the main role of an independent person in ISO 9001 certification?

<p>To check the correct implementation of the standard (D)</p> Signup and view all the answers

What does the acronym STARR stand for in the context of reflection models?

<p>Situation, Task, Action, Result, Reflection (D)</p> Signup and view all the answers

What is meant by 'zero measurement' in the ISO 9001 certification steps?

<p>Assessing the current quality level before implementation (B)</p> Signup and view all the answers

Flashcards

Conformance

The degree to which a product meets its design specifications.

Performance

The primary attributes that define a product's performance, like a car's speed, fuel efficiency, or comfort.

Features

Secondary characteristics or additional features of a product, including those that might be optional. Think of the extras.

Reliability

The probability of a product performing flawlessly over a specific time period.

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Conformity

The extent to which a product's actual features match its advertised or specified characteristics.

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Durability

The period of time a product functions effectively before experiencing significant performance degradation.

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Maintainability

The ease and speed with which a product can be repaired or maintained.

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Aesthetic Value

The subjective appeal of a product, based on factors like its look, feel, sound, or smell.

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Quality Culture

An environment where everyone in the organization shares a strong commitment to quality, actively seeking to improve processes and products. It's not just about following rules but about personal ownership and passion for quality.

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External Failure Cost

A specific kind of cost that occurs when a company must recall or remove defective products from the market. This can be very expensive.

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PDCA Cycle

A model that emphasizes continuous improvement by focusing on planning, doing, checking, and acting. It's a cycle of learning and refinement.

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EFQM Model

A model used to assess and improve organizational performance. It covers nine criteria, including leadership, people, and results.

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Customer Focus

The ability to understand and respond to the needs and expectations of customers, ensuring their satisfaction with products and services.

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Innovation and Learning

The ability to adapt and innovate in response to changing environments and opportunities. It involves actively seeking ways to improve and grow.

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Process Focus

A key element of Total Quality Management (TQM) that emphasizes the importance of considering the entire process, not just the final result.

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Quality is Free

A fundamental belief that improving quality is not an expense but an investment that leads to improved efficiency and reduced costs in the long run.

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Knowledge Gap

The difference between what customers expect from a service and what management thinks customers expect.

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Policy Gap

The gap between management's perception of customer expectations and the service quality standards they set.

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Delivery Gap

The difference between service quality standards and the actual service delivered by employees.

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Communication Gap

The gap between the actual service delivered and what customers communicate they received.

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Customer Gap

The difference between the service customers actually received and their expectations.

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What is ISO?

An international organization that sets standards for various industries. ISO 9001 is one of their most prominent standards for quality management.

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What is ISO 9001?

An internationally recognized standard for quality management systems (QMS). It outlines how organizations can ensure consistent quality in their products and services.

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What is ISO 9001 Certification?

A process of verifying that an organization's QMS complies with the requirements of ISO 9001. An independent auditor conducts the assessment.

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What is the PDCA Cycle?

A continuous cycle of improvement that involves Plan, Do, Check, and Act. It emphasizes continuous improvement and learning based on feedback.

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What is reflection?

The ability to understand and adjust based on experiences and feedback. This is crucial for personal and professional growth.

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What is the STARR method?

A structured method for self-assessment and reflection. It uses a framework of Situation, Task, Action, Result, and Reflection to analyze experiences.

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What is Professional Curiosity?

Having a curious mindset and a willingness to learn. It involves continuous learning and seeking improvement.

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What is Ambition and Dare?

Having a strong sense of ambition and a willingness to take risks. It drives individuals to pursue their goals and overcome challenges.

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Expectation Confirmation Theory (ECT)

Customer satisfaction is determined by the difference between their expectations and their actual experience with a product or service.

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Confirmation

The degree to which a product or service meets or exceeds the customer's expectations.

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Disconfirmation

The degree to which a product or service falls short of the customer's expectations.

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Reliability (SERVQUAL)

The ability to consistently deliver the promised service with accuracy and reliability.

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Assurance (SERVQUAL)

The knowledge, competence, and courtesy of employees that inspires trust and confidence.

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Tangibles (SERVQUAL)

The physical appearance of facilities, equipment, personnel, and materials used in the service.

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Empathy (SERVQUAL)

The level of personalized attention and care given to customers, showing empathy and understanding.

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Responsiveness (SERVQUAL)

The willingness to help customers and provide prompt service in a responsive manner.

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Customer Satisfaction (CSAT)

A measurement of a customer's overall satisfaction with a product, service, or experience.

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Customer Effort Score (CES)

Measures how much effort a customer had to expend to complete a task or interaction with a company.

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Net Promoter Score (NPS)

Indicates the likelihood that a customer will recommend a product, service, or company to others.

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Importance/Performance Chart

A visual tool showing how satisfied customers are with specific aspects of a product or service, compared to how important those aspects are to them.

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Customer Journey Map

A visual representation of all touchpoints a customer encounters during their journey with a product or service.

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Stakeholders

Individuals or groups who have a vested interest in a company's success.

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Employee Satisfaction

Measuring employee satisfaction and engagement within a company.

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Absence Analysis

Analyzing the frequency and types of employee absences to identify potential problems.

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