Advantages of personal interviews for survey administration include the following, except:

a$.$

It is easier to build rapport with the respondent.

b$.$

There may be a tendency to be less frank.

c$.$

It is much easier to achieve total respondent understanding.

d$.$

Complex questions become more feasible because they can be more easily explained

$1$ points

QUESTION $2$

Verbal scales are best analyzed:

a$.$

using Frequency distributions

b$.$

By comparing the importance and satisfaction scores

c$.$

Undertaking a cross$-$ tabulation of subsets of data

d$.$

Calculating the weighting factors

$1$ points

QUESTION $3$

One of the biggest challenges of Customer Satisfaction Measurement is:

a$.$

to improve response rates

b$.$

how to analyze frequency distributions

c$.$

conducting a baseline survey

d$.$

all of the above

$1$ points

QUESTION $4$

Comparison of the importance and satisfaction scores is used to:

a$.$

identify PFIs $($priorities for improvement$)$

b$.$

determine the best method for survey administration

c$.$

handle customer complaints

d$.$

analyze frequency distributions

$1$ points

QUESTION $5$

To maximize survey response, an example of an essential technique is:

a$.$

Follow$-$up strategy

b$.$

Questionnaire design

c$.$

Use of color

d$.$

Prize draws

$1$ points

QUESTION $6$

Providing a pre$-$paid reply envelope with the survey questionnaire is an example of

a$.$

An action to maximize response rate

b$.$

Appropriate questionnaire design

c$.$

Reporting numerical results

d$.$

Customer retention and loyalty

$1$ points

QUESTION $7$

The following is a measure of organization success in meeting customer requirements:

a$.$

Priorities for improvement $($PFI$)$

b$.$

Satisfaction Index

c$.$

Customer communication

d$.$

Average and Standard Deviation

$1$ points

QUESTION $8$

If the questionnaire has to change in the future because customers$$ priorities have changed, the Satisfaction Index:

a$.$

remains a measure of exactly the same

b$.$

Does not represent organizations$$ success in meeting customer requirements.

c$.$

Will not provide a basis for making improvements

d$.$

Required to conduct new exploratory research

$1$ points

QUESTION $9$

The mission of customer measurement includes the following:

a$.$

identify quantify and customer needs, expectations, problems, and complaints

b$.$

Gather information for customer need anticipation and customer loyalty.

c$.$

$($a$)$ and $($b$)$

d$.$

None of the above

$1$ points

QUESTION $10$

Integrated models to prioritize customer needs, include:

a$.$

Customer Action Window, Dual Importance Window, and Customer Motivation Window

b$.$

Customer Retention Modeling, Customer Action Window, and Customer Motivation Window

c$.$

Customer Retention Modeling, Satisfaction Index, and Customer Motivation Window

d$.$

Customer Action Window, Customer Retention Modeling, and Satisfaction Index