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Customer Satisfaction Survey Analysis

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Questions and Answers

What is the ultimate aim in a successful internal customer/supplier relationship?

To focus on customer needs (correct)
To prioritize external customers over internal customers
To increase departmental barriers
To ignore feedback from internal customers

What is an advantage of soliciting customer feedback?

To identify customer dissatisfaction (correct)
To prioritize internal customers over external customers
To ignore customer needs
To reduce customer satisfaction

What is a characteristic of a successful internal customer/supplier relationship?

Internal customers are ignored
Feedback is not solicited
Internal customers are treated as external customers (correct)
Departmental barriers are increased

What is the primary importance of listening to the 'Voice of the Customer' in an organization?

To ensure that marketing, design, production, and distribution processes meet customer expectations (D) Signup and view all the answers

What is a benefit of identifying internal customers' needs?

Customer loyalty increases (D) Signup and view all the answers

What is a type of team that can be formed in a successful internal customer/supplier relationship?

Quality circles (A) Signup and view all the answers

Who are considered external customers of an organization?

Consumers who purchase the product or service (D) Signup and view all the answers

What is the key to survival in an organization?

Customer satisfaction (B) Signup and view all the answers

Why is it important to continuously solicit customer feedback?

To identify customer dissatisfaction (A) Signup and view all the answers

What is the relationship between customer satisfaction and customer loyalty?

Satisfied customers become reliable customers (D) Signup and view all the answers

What is the purpose of conducting customer needs analysis?

To understand the needs of external customers and design products to meet those needs (A) Signup and view all the answers

What is the focus of Total Quality Management (TQM) in an organization?

Meeting the expectations of customers and employees (A) Signup and view all the answers

What is the purpose of the six-step strategy for identifying customer needs?

To develop an information-gathering plan and take action (C) Signup and view all the answers

What is a key concept in measuring customer satisfaction?

It is a feeling or attitude (D) Signup and view all the answers

What can happen if customer complaints are not addressed?

A dissatisfied customer becomes a lost customer (B) Signup and view all the answers

What is necessary for effective customer needs analysis?

Analyzing customer feedback and acting promptly (A) Signup and view all the answers

What is a key aspect of total quality management?

Empowering front-line employees (B) Signup and view all the answers

Why is it essential to investigate customer experience?

To identify opportunities for improvement (B) Signup and view all the answers

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