O'Brien's Bed and Breakfast operates a small inn in Wilmington, North Carolina. Kay O'Brien 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 O'Brien's Bed and Breakfast:

Leading Lagging Qualitative Quantitative

Customer satisfaction score

Guest room cleanliness score

Annual investment in linens

Employee retention

Return visits per year

Time to respond to reservation requests

Percentage of guest rooms ready at check-in

Employee satisfaction

Customer referrals per year