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Total Quality Management Practice Test: Customer Satisfaction
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Customer satisfaction is a measurement of how well a company's products, services, and overall customer experience meet customer expectations. It reflects the health of a business by showing how well its products or services resonate with buyers.  The four levels of customer satisfaction are: Meeting customer expectations Surpassing customer expectations Delighting customers Amazing customers   The top five factors that influence retail customer satisfaction are: Convenient but captivating customer service Consistent service and experience Effective and knowledgeable... Show more
Total Quality Management Practice Test: Customer Satisfaction
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24 Questions

1. Who among the following do not fall under the category of External Customers?
2. Which among the following does not fall under the category of factors influencing customer perception of quality before making a purchase?
3. Which among the following does not fall under the category of factors influencing customer perception of quality at the point of making a purchase?
4. Who among the following is not a hidden customer?
5. Which of the following is false regarding the Kano Model of Customer Satisfaction?
6. Which of the following is not a tool used to collect customer complaints?
7. _________ is the set of activities performed by an organization used to satisfy the customer and their needs.
8. Reputation of a firm brings the market to them and fetches them more customers.
9. Which among the following is not a factor influencing customer perception of quality at the point of making a purchase?
10. Which of the following is not a tool used to collect customer complaints?
11. Which among the following is not a factor influencing customer perception of quality before making a purchase?
12. The customer needs that bring with them pleasant surprises and customer delight are called ________________
13. Those who are not currently using the product but have the capability of becoming customers in future are called __________
14. The expression of dissatisfaction with a product/service, either orally or in writing, from an internal customer or external customer is called _______
15. Market research, focus groups, Surveys, Clinics, Interviews, and Contextual Enquiry are techniques to gather information about Performance Needs.
16. Which of the following is not an element of customer service?
17. According to ASQ survey, which of the following is not part of customer perceptions?
18. The expression of dissatisfaction with a product/service, either orally or in writing, from an internal customer or external customer is called _______
19. Complaints, industry standards, and what your competitors are doing are techniques to gather information about Basic Needs.
20. ________ defines activities which occur within an organization that ensures a customer is not only satisfied but also retained.
21. Which of the following is not the best way to gather information about customer needs?
22. Who among the following do not fall under the category of External Customers?
23. Which of the following cannot be considered as a technique to gather information about customer needs?
24. Organizations / People who use the product or output as an input for producing their own product are called _________

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