Customer orientation means that a company’s managers and employees respond to customers’ changing wants and needs. A manufacturer of metal parts has created a customer satisfaction survey that it asks each of its customers to complete. The survey asks about the following factors: (A) product performance; (B) price; (C) lead time; (D) delivery. Each factor is to be rated as unsatisfactory, marginal, average, satisfactory, or very satisfied.
a. Match the competitive forces 1 through 4 to the factors on the survey. A factor can be matched to more than one competitive force.
Survey Factor | Competitive Force |
A. Product performance | _______ 1. Cost |
B. Price | _______ 2. Time |
C. Lead time | _______ 3. Quality |
D. Delivery | _______ 4. Flexibility of service |
b. How can managers of this company use the information from this customer satisfaction survey to better meet competitive forces and satisfy their customers?
We need at least 10 more requests to produce the solution.
0 / 10 have requested this problem solution
The more requests, the faster the answer.