Quality Chapter 6 Review Questions

Front 1

List 6 ways to measured customer satisfaction.

Back 1

1) a survey must be conducted

2) letters of appreciation from customers

3) new customer obtained by reference or "Word of mouth"

4) absence of or low rates of customer complaints

5) brand loyalty or name loyalty

6) increasing business

Front 2

List 4 variables used in customer satisfaction surveys

Back 2

1) wait time on service

2) courteous of the service

3) availability of the object the customer seek

4) correct billing

Front 3

Describe 2 things a company can do to keep customer satisfied.

Back 3

1) keep prices reasonable

2) give good services

Front 4

Customer satisfaction

Back 4

Is the principal concern of quality process

Front 5

Customer specification

Back 5

Are quantitative descriptions and used to define the quality of a product or service

Front 6

Customer expectations

Back 6

Are quantitive factors such as, clean restrooms, floor, and tables in a restaurant

Front 7

Why is having customers who are advocates more important than just having satisfied customers?

Back 7

The fact that customers keep coming back is good measure of customer satisfaction.

Front 8

Describe how angry customers walking away affect future business.

Back 8

Satisfying customer has to be a paramount concern, as a dissatisfied customers represent major lost opportunity.