AnaCarolina and Jaco, executive managers at Duke Manufacturing, are tasked with determining appropriate performance metrics for the customer perspective of Duke's balanced scorecard. Which of the following is the best metric for this situation?

a. materials price variance

b.return on investment

c. number of repeat customers

d. operating throughout

Juanita and Carl are implementing a balanced scorecard for their company, DoItRight Manufacturing. They are considering various performance metrics for assessing progress toward strategic objectives. Which of the following would be a good choice of performance metric for the strategic objective listed?

a. The strategic objective of delighting the customer is measured by the number of repeat customers.

b. The strategic objective of delighting the customer is measured by the average employee tenure.

c. The strategic objective of increasing profits is measured by the number of hours provided for employee training.

d. The strategic objective of increasing profits is measured by the customer satisfaction rating.