The following statements are TRUE for companies viewing complaints as opportunities for improved customer relationships and improved products and services, except:

a$.$

Take action on the complaints

b$.$

Have an efficient and structure for receiving, collecting, communicating, and following up on complaints.

c$.$

Have a low number of complaints

d$.$

have preventive tactical and strategic processes in place for complaints

$1$ points

QUESTION $12$

Which of the following statements is TRUE about customer complaints?

a$.$

Customers have a only a few of reasons for their complaints

b$.$

Most customers do not complain.

c$.$

less loyal customers are to a supplier the more likely they are to complain

d$.$

more loyal customers are to a supplier the less likely they are to complain

$1$ points

QUESTION $13$

Which of the following statements is TRUE about verbal scales?

a$.$

analysis of the results is very limited compared with the numerical scale

b$.$

It would be impossible to produce charts for individual attributes

c$.$

it is possible to make a direct comparison between the importance score for different requirements

d$.$

should be analyzed using means and standard deviations

$1$ points

QUESTION $14$

Customer retention modeling:

a$.$

Is a vital link between customer data and stronger customer$-$provider relationships.

b$.$

Is actionable complaint road map is one that includes all complaints

c$.$

Is the most common method of personal interviewing

d$.$

Allows to make comparisons with direct competitors

$1$ points

QUESTION $15$

One of the main methods for survey administration is:

a$.$

Customer Complaints

b$.$

Exploratory Research

c$.$

No biased questions

d$.$

Self$-$completion questionnaires

$1$ points

QUESTION $16$

When using numerical scales, results are best reported using:

a$.$

Priorities for Improvement $($PFIs$)$

b$.$

Mean and Standard deviation

c$.$

Percentages

d$.$

The Satisfaction Index

$1$ points

QUESTION $17$

One characteristics of successful organizations at satisfying their customer is:

a$.$

Customer loyalty

b$.$

Repeat business and referral

c$.$

Provide extensive feedback on the results to employees and customers

d$.$

Competitive advantage

$1$ points

QUESTION $18$

The two main ways to generate comparisons with direct competitors are:

a$.$

Comparison Indicator and Market Standing

b$.$

Accurate methodology and extensive feedback

c$.$

Market Standing and Accurate methodology

d$.$

Operational results such as revenue and market share

$1$ points

QUESTION $19$

Which of the following statements is FALSE with regards of the median in customer satisfaction measurement?

Is the middle of list of numbers when all the values are arranged in order of magnitude

is sometimes preferred to the mean as a true average if a small number of very wayward values significantly distort the arithmetic mean

the median is provides the required accuracy

is the true middle score

$1$ points

QUESTION $20$

Which of the following statements is FALSE in regards to customer satisfaction measurement?

a$.$

Is one of the important elements of a quality management system.

b$.$

Customer satisfaction measurement is sufficient for an effective continual improvement system

c$.$

Successful organizations use customer satisfaction and other management information to drive improvement in the business.

d$.$

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