Which of the following sources of information would be most appropriate for a company to use to measure and monitor customer satisfaction?

Which of the following sources of information would be most appropriate for a company to use to measure and monitor customer satisfaction?
A . Comprehensive surveys covering all aspects of the customer experience
B . Software quality’s attributes that have been classified as "critical" by key customers
C . Feedback from customers regarding reliability data, especially concerning increases in the mean time to failure in the company’s products
D . Market analysis reports that incorporate customer preferences when comparing the features of the company’s products with those of its key competitors

View Answer

Answer: A

Explanation:

Comprehensive surveys covering all aspects of the customer experience are the most appropriate source of information for a company to use to measure and monitor customer satisfaction. These surveys provide a holistic view of the customer’s interactions with the product and service, covering various dimensions such as product quality, usability, support, and overall satisfaction. By gathering detailed feedback across these areas, companies can identify strengths and areas for improvement, ensuring that customer satisfaction is accurately measured and monitored.

Reference: Hill, Nigel, Roche, Greg, and Allen, Rachel. "Customer Satisfaction: The Customer Experience Through the Customer’s Eyes." Cogent Publishing, 2007.

ISO 10004:2012, Quality management – Customer satisfaction – Guidelines for monitoring and measuring.