Quiz #2 – ISO 10004 Clauses 5 & 6 – International Management System Institute

When designing and implementing a customer satisfaction measurement program, we must consider 'risk and opportunities'. *

True

False

By 'operation' referring to a customer satisfaction measurement process, ISO 10004 includes… *

Identifying customer expectations

A documented procedure for the activity

Gathering information about customer satisfaction

Analyzing the information about satisfaction

Keeping the information secret so no one gets upset if it's bad

Your customer satisfaction measurement activities should be supported by… *

Top Management

Leadership and commitment

Shareholders

Customers

A framework to plan, design, implement and maintain them

As a first step to designing a customer satisfaction measurement program, your organization should consider… *

How to maintain the highest share price possible at any cost

The objectives of the process

How to charge penalties to customers who give bad reviews

How to get information on specific aspects of your business

When determining the 'scope and frequency' of customer satisfaction activities, you could consider segmentation based on… *

Region

Time period

Changes in operations, markets and technologies

Market

Product and/or service

Information might be obtained from… *

Indirect sources such as internal process like customer complaint handling

External sources like social media

Direct sources like customer interviews or focus groups

Industry news that rates organizations in your field

When allocating resources for a Customer Satisfaction program, consider… *

The competence of people in the program

The time people have available to do this

Other resources like consultants, software, access to customer information

A very extensive documented procedure

MSP Course #2 - ISO 10004:2018 - Customer Satisfaction