Exercise 11-2

OBriens Bed and Breakfast operates a small inn in Wilmington, North Carolina. Kay OBrien knows that customer service and customer satisfaction are the keys to staying in business. Indicate by placing an X in the appropriate column whether the following measures are leading or lagging, qualitative or quantitative indicators of customer satisfaction for OBriens Bed and Breakfast:

			Leading		Lagging		Qualitative		Quantitative
a.	customer satisfaction score		X		X		X		X
b.	guest room cleanliness score		X		X		X		X
c.	annual investment in linens		X		X		X		X
d.	employee retention		X		X		X		X
e.	return visits per year		X		X		X		X
f.	time to respond to reservation requests		X		X		X		X
g.	percentage of guest rooms ready at check-in		X		X		X		X
h.	employee satisfaction		X		X		X		X
i.	customer referrals per year		X		X		X		X

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