Quiz #1 – ISO 10004 Clauses 3 & 4 – International Management System Institute

The definition of a 'customer' is… *

Customer satisfaction is… *

Hard to figure out

The difference between what they expected and what they perceived that they got

Indicated by the number of times they buy from us

Variable depending on the stock value of our company

What would help your organization to capture and evaluate 'customer feedback'? *

Listening to their opinions

Analyze the time they interact on our website (we do not have a comments box on our site)

Listening to their comments

Tracking expressions of interest in our products or services

Creating and using a complaints handling process

The Principle of 'Capacity' refers to… *

How many products we can get out the door

The number of sales we can record in our accounting software

The size of our fleet of trucks

The number of resources allocated to monitor and measure customer satisfaction

The number of people in our Call Centre

If you address the needs and expectations of customers when you use their satisfaction information, this is known as… *

Spying on them

Tricking them into thinking they're helping your organization

Responsiveness

Good business practice

If you can use your satisfaction information to make an improvement you will *

Always make more profit

Likely increase the efficiency of your monitoring process

Likely increase the effectiveness of your monitoring process

Not likely be better off because people don't like change

Personnel who are doing customer satisfaction monitoring and measurements should be competent based on… *

Skills

Training

Their salary

Education

Your organization should make sure that their monitoring activities related to customer satisfaction are… *

Continuous

Systematic

Certified by the International Management System Institute

Certified by a Nationally Recognized Government Body

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