Customer Satisfaction Concepts Quiz

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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?

Involving frontline employees in the decision-making process. Signup and view all the answers

What is the first step in the research roadmap?

Orientation – define research problem Signup and view all the answers

What determines customer satisfaction according to the expectation confirmation theory?

Expectation versus perceived performance Signup and view all the answers

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

Negative disconfirmation of expectations Signup and view all the answers

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

Tangibles Signup and view all the answers

What does the reliability dimension of SERVQUAL refer to?

Timeliness of service delivery Signup and view all the answers

What do customers seek when evaluating a value proposition?

Reasons to choose one provider over another Signup and view all the answers

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

Brand reputation Signup and view all the answers

How is empathy evaluated in the SERVQUAL model?

Through staff friendliness and patience Signup and view all the answers

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

Satisfaction Signup and view all the answers

What does 'conformance' refer to in quality criteria?

The degree to which a product is made according to its design specifications Signup and view all the answers

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

Performance Signup and view all the answers

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

Experienced quality Signup and view all the answers

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

Maintainability Signup and view all the answers

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

The likelihood that a product will function correctly over a specified time Signup and view all the answers

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

The product's lifespan before it starts to degrade in functionality Signup and view all the answers

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

The durability of the product Signup and view all the answers

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

Responsiveness Signup and view all the answers

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

Consistent leadership Signup and view all the answers

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

They are encouraged to make their own decisions on quality matters Signup and view all the answers

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

Quality is a shared personal value among all employees Signup and view all the answers

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

Enhance the organization’s competitive advantage Signup and view all the answers

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

Hold quality competitions and showcase good ideas Signup and view all the answers

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

Opportunities for improvement and renewal matched to goals Signup and view all the answers

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

We do not only look at the end result but also the process Signup and view all the answers

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

External failure costs Signup and view all the answers

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

Willingness to recommend Signup and view all the answers

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

Effort experienced by the customer Signup and view all the answers

What is the purpose of an importance/performance chart?

To relate importance and satisfaction of specific aspects Signup and view all the answers

What is the primary benefit of creating a journey map?

To visualize customer interactions and gain insights Signup and view all the answers

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

A fictional character representing a type of customer Signup and view all the answers

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

Employees / staff Signup and view all the answers

What type of feedback does CSAT measure?

General customer satisfaction Signup and view all the answers

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

Emotions experienced by the customer Signup and view all the answers

What is the primary purpose of the ISO 9001 standard?

To define how an organization can guarantee its quality 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?

Principles of quality management Signup and view all the answers

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

Guaranteed financial profitability Signup and view all the answers

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

Support Signup and view all the answers

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

Interest in improving individual professional skills Signup and view all the answers

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

To check the correct implementation of the standard Signup and view all the answers

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

Situation, Task, Action, Result, Reflection Signup and view all the answers

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

Assessing the current quality level before implementation Signup and view all the answers