In class we said that customers today expect on line service to be:

a.

perfect, now and free

b.

good, fast and cheap

c.

HDMI friendly

d.

accesable to business customers only

One of the methods used to pro-actively seek customer feedback is to:

keep track of unhappy customers.

use mystery shoppers.

only use face to face interviews.

survey often to lessen 'survey fatigue'.

A typical company can expect to lose ____ percent of its customers each year because it turned them off.

a.

80

b.

0

c.

10 - 30

d.

5

Companies can analyze their e-service effectiveness by:

a.

identifying the click paths used to get to their site.

b.

using web-traffic analysis software to track such things as site abandonment rates.

c.

using Web-analytics data to constantly improve their site.

d.

All of the above.