customer satisfaction Ralph owns a group of auto dealerships, eaeh a franchised sales and repair fadlity for a partieular national brand. Ralph uses sales, inventory, and profitability measures of a specific dealership to evaluate the performance of that dealership's management team. Another important source of information is customer satisfaction.

Ralph has a staff person contact each repair eustomer within 24 hours of their work bei ng completed. Comment on this use of nonfinandal measurement.

AppendixLO1