Metrics, Measurement & ROI Review

Question 1

Giving your customer-facing employees the agency to make decisions and take action will most likely minimize which of the following?

ROI

Employee turnover

Customer Effort

Cost of doing business

Answer 1

Customer Effort

Question 2

Which of the following measurements uses a series of questions asking customers to rate their satisfaction with a company from very dissatisfied to very satisfied?

CES (Customer Effort Score)

WoMi (Word of Mouth index)

CSAT (Customer Satisfaction)

NPS (Net Promoter Score)

Answer 2

CSAT (Customer Satisfaction)

Question 3

Which of the following is suggested for companies wanting to build their own CX ROI Model?

Enlist the CFO

Use existing metrics and be conservative

Create a simple story and organize results

All the above

Answer 3

All the above

Question 4

A corporate marketing team has decided to launch a grassroots campaign to curb customer attrition. Which of the following is the team most likely to do?

Consult with all the firm’s customers no matter how many there are

Gather input from every part of the business

Earn an audience with every member of staff no matter how time-consuming it may be

Maintain control over the voice of the customer

Answer 4

Gather input from every part of the business

Question 5

Which of the following do typical business cases rely on for Cost-Benefit Analysis?

Loyalty metrics

Financial metrics

Value metrics

Customer Effort Score

Answer 5

Financial metrics

Question 6

Which of the following is most popular measurement metric tool for the intended behavior of a customer?

National Customer Survey Score

Customer Experience Index

Net Promoter Score

American Customer Happiness Index

Answer 6

Net Promoter Score

Question 7

An example of a forward-looking financial metric is which of the following?

NPS (Net Promoter Score)

CSAT (Customer Satisfaction)

CES (Customer Effort Score)

CLV (Customer Lifetime Value)

Answer 7

CLV (Customer Lifetime Value)

Question 8

Which of the following should be one of the first priorities of a business?

Address inventory control

Maximize efforts to meet customers’ needs prior to interaction

Minimize necessary interactions with Customer Service contacts

Minimize any problems and to avoid the need for customers to contact Customer Service about problems

Answer 8

Maximize efforts to meet customers’ needs prior to interaction

Question 9

Which of the following statements is true?

Increases in customer retention and acquisition are the result of successful marketing strategies.

Firms need to be careful not to make decisions about customer acquisition and customer retention in isolation.

Both a and b

Neither a nor b

Answer 9

Both a and b

Question 10

Which of the following statements is mostly true?

The evaluation of service quality is distinct from the assessment of experience quality.

The evaluation of service quality is the same as the assessment of experience quality.

The evaluation of service quality is comparable to the assessment of experience quality.

The evaluation of service quality is unrelated to the assessment of experience quality.

Answer 10

The evaluation of service quality is distinct from the assessment of experience quality.

Question 11

Which of the following is the best way to increase retention of a company?

Customer loyalty

Low prices

Customer service

Variety of touchpoints

Answer 11

Customer loyalty

Question 12

Adopting an effective measurement practice will allow a company to understand which of the following about a good or bad experience?

Goals

Costs

Drivers

Ideas

Answer 12

Drivers

Question 13

All the following are measured by a descriptive, qualitative metric EXCEPT:

Likelihood to recommend

Call and email volume

Average call time

Website visits

Answer 13

Likelihood to recommend

Question 14

The first step for companies to build an explicit link to value begins with which of the following steps?

Link what customers say to what they do.

Analyze the historical performance of real customer cohorts.

Look at the trend to take a forward-looking view.

Develop a hypothesis about customer outcomes that matter.

Answer 14

Develop a hypothesis about customer outcomes that matter.

Question 15

Purchase intent, churn, and word of mouth are examples of which of the following?

Common loyalty metrics used mainly in retail businesses.

Common loyalty metrics used in business today.

Common loyalty metrics which remain unquestioned.

Common loyalty metrics used too often in business today.

Answer 15

Common loyalty metrics used in business today.

Question 16

Organizations can further reap the benefits of a customer-centric survey program model by doing some or all the following EXCEPT:

Structure the survey to match the interaction

Do not let customers see the feedback others provide causing unneeded influence

Communicate how feedback is being used

Let customers track follow-up activities

Answer 16

Do not let customers see the feedback others provide causing unneeded influence

Question 17

Which of the following determines the real causes of your customer experience problems?

Emotion metrics

Emotion analysis

Cause metrics

Root cause analysis

Answer 17

Root cause analysis

Question 18

Which of the following is not a company’s touch-point?

Employees and channels

Systems

Products and services

Customer perceptions

Answer 18

Customer perceptions

Question 19

Which of the following defines referral economics?

Value of individual purchase behaviors – how much a customer spends with the company over a given period

The amount of new business that is gained—or lost—as a function of the messages that individual customers share via word of mouth

Both a and b

Neither a nor b

Answer 19

The amount of new business that is gained—or lost—as a function of the messages that individual customers share via word of mouth

Question 20

Collecting feedback from agents is good advice for which of the following best practices?

Align the organization for success

Design a framework for customer knowledge management

Continually improve customer knowledge management practices

Focus on the agent experience

Answer 20

Continually improve customer knowledge management practices

Question 21

Which statement best summarizes what market researchers must do related to customer experience?

Market Researchers need to measure customer experience before and after the service encounter(s) and account for both direct and indirect contacts and peer influences.

Market Researchers need to measure customer experience only before service encounter(s) and account for both direct and indirect contacts and peer influences.

Market Researchers need to measure customer experience only after the service encounter(s) and account for both direct and indirect contacts and peer influences.

Market Researchers need to measure customer experience before and after the service encounter(s) but not account for indirect contacts and peer influences.

Answer 21

Market Researchers need to measure customer experience before and after the service encounter(s) and account for both direct and indirect contacts and peer influences.

Question 22

Relying on complex predictive models if business rules are sufficient is a best practice for:

Aligning key business imperatives

Delivering next best actions through priority interaction channels

Using trustworthy data to inform next best actions

Driving next best actions with advanced analytics and rules

Answer 22

Driving next best actions with advanced analytics and rules

Question 23

Which of the following strategies is useful for in-depth follow-ups and engagement?

Always follow-up personally with every single person who submits an NPS survey

Send prepared responses to those who respond to an NPS survey

Respond only to NPS surveys with scores of seven or below

Respond only to NPS surveys with scores of nine or ten

Answer 23

Always follow-up personally with every single person who submits an NPS survey

Question 24

Which of the following is transforming relationship marketing from its initial database orientation into collaborative relationships with customers?

Better consumers

The Internet

Lower profit margins

Greater demand for products

Answer 24

The Internet

Question 25

Find the correct Net Promoter Score using the given raw data: Detractors = 130, Passives = 120, Promoters =250

26

50

120

24

Answer 25

26

Question 26

Which of the following core constructs includes the degree to which the company offered caring, individualized attention?

Tangibles

Reliability

Responsiveness

Empathy

Answer 26

Empathy

Question 27

Which of the following is an example of a customer feedback channel?

Focus groups

Data from inbound customer letters, phone calls and emails

Feedback that is posted openly on social media websites, blogs and review sites

All the above

Answer 27

All the above

Question 28

Adopting an effective measurement practice will allow a company to know with certainty how your customer felt about which of the following?

The interaction with the employee

The experiences provided

Their thoughts about returning

All the above

Answer 28

All the above

Question 29

Which of the following is the most useful measuring tool after customer service interactions, website visits, online checkouts, and purchases or sales interactions?

Net Promoter Score (NPS)

Customer Effort Score (CES)

Customer Satisfaction Score (CSAT)

Customer Lifetime Value (CLV)

Answer 29

Customer Effort Score (CES)

Question 30

Observations, case studies, and surveys are included as methods for which of the following types of research?

Descriptive

Correlational

Explanatory

Systemic

Answer 30

Descriptive

Question 31

Which of the following types of research is related to the what, when, where and who?

Descriptive

Correlational

Explanatory

Systemic

Answer 31

Descriptive

Question 32

Creating loyalty, driving advocacy, and increasing the share of wallet is a part of which of the following business outcomes?

Loyalty

Acquisition

Efficiency

Retention & Growth

Answer 32

Retention & Growth

Question 33

All the following could be responsible for the poor performance of a business EXCEPT:

Business model

Management priorities

Customers

Auditing

Answer 33

Auditing

Question 34

Which of the following best defines first response time?

The average amount of time it takes for a customer to get an initial response to their support issue.

The average amount of time it takes to resolve a customer support interaction from start to finish.

The time spent interacting with customers on calls, email, chat or anything else—as well as the time between interactions.

None of the above

Answer 34

The average amount of time it takes for a customer to get an initial response to their support issue.

Question 35

The standard NPS scale does NOT include which of the following categories?

“Passives”

“Detractors”

“Promotors”

“No Answer”

Answer 35

“No Answer”

Question 36

To grow a store’s customer base, the retailer needs information about which of the following?

Spending habits of current consumers

Consumers who are shopping at competitors’ stores

Consumers who are not currently shopping at its store

Both B and C

Answer 36

Consumers who are not currently shopping at its store

Question 37

To utilize metrics and measurements and to communicate them across organizations and provide visibility across different functions to allow users to find and see the root causes of pain points, which of the following can be developed?

Blogs

Dashboards

Communication tools

Applications

Answer 37

Communication tools

Question 38

Which of the following do you first need to understand to choose which customer experiences you want to measure?

The employees’ roles in the customer experience.

The perceptions of discrete, end-to-end customer journeys.

The big picture, or broad view of the overall customer experience over time.

The customers’ views related to the brand.

Answer 38

The big picture, or broad view of the overall customer experience over time.

Question 39

Which of the following includes social media listening and analytics capabilities?

Customer experience strategy and design

Customer experience information management

Customer experience insights

Customer experience delivery

Answer 39

Customer experience insights

Question 40

Which of the following is an example of social experience?

Satisfaction that attached to a brand, degree of experiencing critical incidents, invest more in their relationships than other customers

The relationship with others and society, impacts toward individual through family, schooling, peer groups, and mass media

Sensation or knowledge acquisition resulting from some level of interaction with different elements of a context created by the service provider

Perceptions about the shopping carts

Answer 40

The relationship with others and society, impacts toward individual through family, schooling, peer groups, and mass media

Question 41

Which of the following statements best defines an experience-audit?

A tool that is used to systematically investigate the present experiences of the customers and to elucidate the emotional responses of customers toward any clue.

Considers what is right and wrong about the experience your customers have with you – not just in rational and functional terms but also in emotional terms.

Both a and b

Neither a nor b

Answer 41

Both a and b

Question 42

Which of the following may occur if a customer is engaged with a brand?

They are likely to enjoy the interaction with the company.

They may participate in the design of products and services.

They may contribute to the products and services offered.

All the above

Answer 42

All the above

Question 43

Promoters, passives, detractors; the perception of organization over time; and comparisons between organizations are elements of which CX metric?

ASCI (American Customer Satisfaction Index)

NPS (Net Promoter Score)

WoMi (Word of Mouth index)

CES (Customer Effort Score)

Answer 43

NPS (Net Promoter Score)

Question 44

A customer experience scorecard is a process that links metrics together and can be a strategic tool which focuses the organization on which of the following?

Loyalty

Satisfaction

Advocacy

Customer value creation

Answer 44

Customer value creation

Question 45

What statement best describes the use of self-service channels for customers?

They are stagnant

They are decreasing

They are increasing

None of the above

Answer 45

They are increasing

Question 46

“Did it meet needs?”, “Was it easy?”, and “Did they enjoy it?”, are all questions related to a customer’s experience that will measure which of the following?

Loyalty

Perceptions

Ideas

Feedback

Answer 46

Perceptions

Question 47

Which of the following types of research deals with everything that can be counted and studied which has an impact on the experience of customers?

Descriptive

Correlational

Explanatory

Systemic

Answer 47

Descriptive

Question 48

All the following are the results of an effective measurement program for a company EXCEPT:

Capture what happened during a customer interaction

Discover the cost of doing business with another company

Discover whether the customer is willing to recommend

Discover how the customer felt about an interaction

Answer 48

Discover the cost of doing business with another company

Question 49

Which of the following includes alignment of incentives to customer experience performances?

Customer experience strategy and design

Customer experience information management

Customer experience insights

Customer experience delivery

Answer 49

Customer experience strategy and design

Question 50

Courtesy, empathy, rapport, warmth, and trust are examples of which of the following?

Emotional elements that are an important part of the experience at many customer touchpoints

Expected characteristics of a company’s employees

Rational needs of a customer that must be fully appreciated and addressed

None of the above

Answer 50

Emotional elements that are an important part of the experience at many customer touchpoints

Question 51

Customer calling to resolve billing issues is a customer experience that would be measured by which of the following metrics?

Perception metrics

Outcome metrics

Price metrics

Descriptive metrics such as customer effort score

Answer 51

Descriptive metrics such as customer effort score

Question 52

When creating a customer experience measurement framework, which of the following is the first step?

Choosing the customer experiences to measure

Choosing customers to follow

Choosing employees to shadow

Choosing a plan that is least costly

Answer 52

Choosing the customer experiences to measure

Question 53

Which of the following helps to develop tactical KPIs (Key Performance Indicators)?

NPS

CSAT

SERVQUAL

CES

Answer 53

SERVQUAL

Question 54

Measurement informs decisions, and metrics are most valuable when used for which of the following reasons?

Identify and fix customer problems

Train employees in CX strategies

Lessen staff turnover

Increase brand loyalty

Answer 54

Identify and fix customer problems

Question 55

Which of the following statements is true regarding the CES (Customer Effort Score)?

It tends to only apply to the whole customer experience and not to customer interactions.

It tends to only apply to customer interactions and not to the whole customer experience.

It tends to apply to both customer interactions and the whole customer experience but does not allow for changes.

It tends to apply to both customer interactions and the whole customer experience but does not allow for specific conclusions to be made.

Answer 55

It tends to only apply to customer interactions and not to the whole customer experience.

Question 56

Drive all Customer Relationship Management initiatives from a common repository of decision logic is good advice for which of the following best practices for customer relationship management?

Aligning CRM next best actions with key business imperatives

Delivering next best actions through priority interaction channels

Using trustworthy data to inform next best actions

Driving next best actions with advanced analytics and rules

Answer 56

Driving next best actions with advanced analytics and rules

Question 57

Measurement can do which of the following?

Set customer benchmarks for a successful relationship

Define key performance indicators for customers and business

Provide strategic level information and detailed information for operations at the granular level

All the above

Answer 57

All the above

Question 58

Which of the following best describes an effective current customer experience measurement program?

It must be simplified as much as possible, seeking information about revenue and profit growth.

It cannot be overly complex or too simplified and must have direct ties to revenue and profitability growth.

A massive amount of data needs to be collected to discover the ties between revenue and profitability growth.

Human behavior must be captured using only one metric such as the NPS (Net Promoter Score) or the CSAT (customer satisfaction).

Answer 58

It cannot be overly complex or too simplified and must have direct ties to revenue and profitability growth.

Question 59

Being on hold for five minutes is a customer experience that would be measured by which of the following metrics?

Perception metrics

Outcome metrics

Price metrics

Descriptive metrics

Answer 59

Descriptive metrics

Question 60

Metrics and measurement focus on the mechanics of measuring the customer experience to ensure your organization is which of the following?

Reasonably competitive

Attain brand awareness

Somewhat Profitable

Customer-centric

Answer 60

Customer-centric

Question 61

“Did not purchase from the store again.” is a customer experience that would be measured by which of the following metrics?

Descriptive metrics

Outcome metrics

Price metrics

Perception metrics

Answer 61

Outcome metrics

Question 62

The higher the Customer Experience score means which is most likely?

The higher number of number which will defect

The lower number of customers who intend to defect

No change in the number of customers who defect

The change depends on the industry

Answer 62

The lower number of customers who intend to defect

Question 63

Which of the following is ensured as a focus on customer effort at each customer touchpoint?

There is effective and efficient delivery across the entire customer journey

Resource allocation is appropriately balanced in efforts

Both a and b

None of the above

Answer 63

Both a and b

Question 64

All the following are different features customer experience includes EXCEPT:

Need to be worth remembering

Negative elements which can divert customers’ attention from the experience

Experiences need to appeal to as few senses as possible as not to overwhelm the customer

Every experience is personal

Answer 64

Experiences need to appeal to as few senses as possible as not to overwhelm the customer

Question 65

Which of the following explains the increase in the number of available marketing metrics?

Increases in database technology

Advent of new channels of distribution for products and services

Identification of new drivers of customer and firm value

All the above

Answer 65

All the above

Question 66

All the following are measured by an outcome metric EXCEPT:

Call resolution rate

Likelihood to recommend

Likelihood to purchase

Likelihood to switch to a competitor

Answer 66

Call resolution rate

Question 67

Which of the following results indicates how customer experience affects loyalty?

It correlates with repurchasing and not leaving for another company. Therefore, it affects many aspects of loyalty.

There is little correlation with repurchase but affects many aspects of loyalty.

It correlates with repurchasing but does not affect many aspects of loyalty.

There is no correlation between CX, repurchasing or aspects of loyalty.

Answer 67

It correlates with repurchasing and not leaving for another company. Therefore, it affects many aspects of loyalty.

Question 68

In the last quarter, ABC Widgets started with 10,000 customers and during the same quarter they lost 250 customers. Which of the following is ABC Widgets’ churn rate?

97. 50%
98. 50%

40%

Not enough information to determine the rate

Answer 68

2.50%

Question 69

Contemporary retailing has evolved from being a buying ritual in the exchange process to delivering:

A joyful shopping experience

Satisfied consumers

Higher company profits

Excellent customer service

Answer 69

A joyful shopping experience

Question 70

For which of the following do respondents specify their level of agreement or disagreement on a symmetric agree-disagree scale for a series of statements?

Descriptive metrics

Outcome metrics

Likert scales

Meta-analysis

Answer 70

Likert scales

Question 71

Which of the following revenue areas is related to the likelihood to repurchase?

Retention of existing business

Save business after a bad experience

Sell new offerings

Word of mouth

Answer 71

Retention of existing business

Question 72

All the following are use of Customer Intelligence EXCEPT:

Adapt and evolve

Reduce the amount in TAT (Turn Around Time)

Provide input without monitoring process on output

Assessment of Production Quality

Answer 72

Provide input without monitoring process on output

Question 73

Which of the following revenue areas is related to the amount of business that comes from new business?

Retain existing business

Save business after a bad experience

Sell new offerings

Word of mouth

Answer 73

Sell new offerings

Question 74

Common single CX metrics include which of the following?

Net Promoter Score

Word of Mouth Index

Customer Effort Score

All the above

Answer 74

All the above

Question 75

All the following are measured by a descriptive metric EXCEPT:

Likelihood to recommend

Call and email volume

Average call time

Website visits

Answer 75

Likelihood to recommend

Question 76

In general, which of the following best states the conclusion of research models?

A customer’s perception of a company is developed because of their interaction across multiple-channels, not through one individual transaction or moment in time.

A positive and effortless customer experience can result in increased customer satisfaction, loyalty, and advocacy.

Both a and b

Neither a nor b

Answer 76

Both a and b

Question 77

Which of the following is a common thread that runs through all the definitions of “Customer Experience”?

Memorable events

A series of clues

Managing and measuring customer touchpoints

Customer corridor

Answer 77

Managing and measuring customer touchpoints

Question 78

A department could focus on a set of goals and priorities without any consistent or overarching goal to tie them together. Such management policies would lack which of the following?

Alignment

Focus

Willpower

Direction

Answer 78

Alignment

Question 79

Which of the following best describes what really matters with respect to the usefulness of the various metrics available to companies?

It is largely dependent on how it is used, and on the extent to which it is embraced within an organization.

The relative cost of the metric when compared to improvements in customer service

The ease of a specific metric and if it can be used efficiently and effectively

The timing of a metric, cost per customer, and the meaningfulness of results

Answer 79

It is largely dependent on how it is used, and on the extent to which it is embraced within an organization.

Question 80

Which of the following includes overall customer satisfaction and the customers’ satisfaction with specific aspects of the customer experience?

Perception metrics

Descriptive metrics

Outcome metrics

Meta-analysis

Answer 80

Perception metrics

Question 81

A product manufacturer and its distributor must align themselves digitally to meet customer needs. To accomplish this, the manufacturer could follow all these action plans EXCEPT:

Align the digital strategy to the customer experience lifecycle

Develop actionable use-case scenarios

Validate use cases

Divest itself of products

Answer 81

Divest itself of products

Question 82

Which of the following explains the main reason for the original use of marketing metrics?

It was to justify marketing spending.

It was due to the desire to measure everything from levels of customer satisfaction to the number of unique clicks to a website.

It was to discover some quantifiable measure of any number of business goals.

It was due to the need to discover firm performance levels.

Answer 82

It was to justify marketing spending.

Question 83

Which of the following are observable characteristics of customer interactions such as when, where and through what channel customers interacted with the company?

Perception metrics

Descriptive metrics

Outcome metrics

Meta-analysis

Answer 83

Descriptive metrics

Question 84

All the following must be done by customer experience professionals who need to make the case for improving customer experience EXCEPT:

Invite customer input

Plug actual numbers into a complex, hard to understand model

Include cost savings

Wrap numbers in a compelling story

Answer 84

Plug actual numbers into a complex, hard to understand model

Question 85

Which of the following allows organizations to quantify customer experience quality in a consistent manner across the enterprise?

Customer-centric culture

Customer experience strategy

Organizational adoption and accountability

Measurement, metrics, and ROI

Answer 85

Measurement, metrics, and ROI

Question 86

The foundation for the NPS starts with the:

The moment a customer decides to purchase a product or service

The overall factors of the reasons a customer chooses to make a purchase

The very first interaction a customer has with a company and builds with each subsequent encounter

None of the above

Answer 86

The very first interaction a customer has with a company and builds with each subsequent encounter

Question 87

All the following are important regarding making information data trustworthy for a company EXCEPT:

Questions must target the right customers

They must be the right questions

Only ask questions following a sale

Asking questions at the right time

Answer 87

Only ask questions following a sale

Question 88

Which of the following strategies will help reduce customer effort?

Predict follow-up questions and address them proactively

Train reps to navigate the emotional side of service

Make self-service easy

Ask your frontline team for feedback

Answer 88

Ask your frontline team for feedback

Question 89

Which of the following is the calculation for customer churn rate?

Total number of active customers divided by number of customers lost

The number of customers lost subtracted from total active customers divided by total customers

The number of customers lost divided by total number of active customers

The total number of active customers minus lost customers divided by total customers

Answer 89

The number of customers lost divided by total number of active customers

Question 90

Customer experience, as it is known today, began with which of the following?

Customer service desks in business places

Automated call routing technology for call centers

Clerks helping customers

All the above

Answer 90

All the above

Question 91

Which of the following statements is true?

Positive “word of mouth” spread on the Internet has been shown to be an important indicator of future success.

Positive “word of mouth” spread on the Internet has been shown not to be an important indicator of future success.

Positive “word of mouth” spread on the Internet has been shown to have little impact as an indicator of future success.

None of the above

Answer 91

Positive “word of mouth” spread on the Internet has been shown to be an important indicator of future success.

Question 92

“What did the customer think about the interaction?” is the question answered by which of the following customer experience metric types?

Perception metrics

Outcome metrics

Price metrics

Descriptive metrics

Answer 92

Perception metrics

Question 93

Promoters, passives, and detractors were the first to become part of which of the following measurement methods?

CES (Customer Effort Score)

NPS (Net Promoter Score)

WoMi (Word of Mouth index)

CSAT (Customer Satisfaction)

Answer 93

NPS (Net Promoter Score)

Question 94

All the following are strategic KPIs (Key Performance Indicators) EXCEPT:

NPS

CSAT

CES

SERVQUAL

Answer 94

SERVQUAL

Question 95

Which of the following questions is important to ask for meeting criteria when using NPS or other metrics?

Is the metric sensitive to changes in business performance?

Does it link to meaningful customer and financial outcomes?

Is it actionable at both the frontline and an organizational level?

All the above

Answer 95

All the above

Question 96

Which of the following core constructs includes the appearance of physical facilities, equipment, and personnel?

Tangibles

Reliability

Responsiveness

Empathy

Answer 96

Tangibles

Question 97

Adopting an effective measurement practice will allow a company to get actionable insight to the relevant people in which of the following?

The customer experience map

The customer experience system

The customer experience results

The customer experience ecosystem

Answer 97

The customer experience ecosystem

Question 98

Descriptive metrics for customer experience measurement are most likely captured using which of the following?

Surveys

Text mining

Analytics systems

Surveys and/or analytics

Answer 98

Surveys and/or analytics

Question 99

Which of the following does customer satisfaction ultimately lead to?

Builds market share profitably, thus improves shareholder value

Improves cash flow

Improves customers’ commitment and relationship to the firm

All the above

Answer 99

All the above

Question 100

Which of the following best summarizes conclusions related to service setting research?

Elements such as service settings with atmosphere, customers’ emotional perceptions, elaborate physical surroundings, and companionship are identified as critical to experience quality.

Though many customers are educated they tend are not concerned with excellent products and service quality.

Studies are not significant because of their limitations.

None of the above

Answer 100

Elements such as service settings with atmosphere, customers’ emotional perceptions, elaborate physical surroundings, and companionship are identified as critical to experience quality.