E 4. Sam Yu wants to measure customer satisfaction within his region. Link an appropriate performance measure with each balanced scorecard perspective.

LO1 Customer Satisfaction Possible Performance Measures 1. Financial (investors)

a. Number of staff promotions 2. Learning and growth

b. Number of repeat customers

(employees)

c. Number of process improvements 3. Internal business processes

d. Percentage sales increase over last 4. Customers period Responsibility Centers