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Question 12 - CPIM-Part-2 discussion

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The most relevant measure of customer service performance is:

A.
service perceived by the customer against service expected by the customer.
Answers
A.
service perceived by the customer against service expected by the customer.
B.
service promised to the customer against service measured by the supplier.
Answers
B.
service promised to the customer against service measured by the supplier.
C.
customer complaints received as a percentage of orders shipped.
Answers
C.
customer complaints received as a percentage of orders shipped.
D.
positive customer feedback as a percentage of customer feedback.
Answers
D.
positive customer feedback as a percentage of customer feedback.
Suggested answer: A

Explanation:

Customer service performance is the degree to which a product or service meets or exceeds customer expectations. The most relevant measure of customer service performance is how the customer perceives the service compared to what they expected. This measure reflects the customer's satisfaction and loyalty, which are key factors for business success. Other measures, such as service promised versus measured, customer complaints, or positive feedback, are more related to the supplier's perspective and may not capture the customer's true perception of service quality.Reference: CPIM Part 2 Exam Content Manual, Domain 3: Plan and Manage Demand, Section A: Demand Management, Subsection 4: Customer Service Management, Page 11.

asked 16/09/2024
Natcha Koopipat
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