TM 271: Managing Service Performance

How do we measure service performance?

• By counting the number of employees

• Using key performance indicators (KPIs)

• By asking customers for their opinion

• By measuring the temperature of the office

Why is good service important?

• Good service can lead to customer loyalty and positive word-of-mouth recommendations.

• Positive word-of-mouth recommendations have no effect on a business

• Customers prefer bad service over good service

• Good service has no impact on customer satisfaction

What is one way to improve service performance?

• Ignoring customer feedback

• Increasing the price of the service

• Reducing the number of staff members

• Regular training and development programs

What is the role of customer satisfaction in business success?

• Customer satisfaction only leads to one-time sales

• Customer satisfaction leads to customer loyalty, positive word-of-mouth, and repeat business.

• Customer satisfaction has no impact on business success

• Customer satisfaction is only important for non-profit organizations

How can businesses measure customer satisfaction?

• Tracking the company's stock price

• Counting the number of employees

• Surveys, feedback forms, net promoter scores, customer reviews, and social media monitoring

• Measuring the amount of office supplies used

What are the benefits of good service?

• Good service can lead to customer satisfaction, loyalty, positive word-of-mouth, and increased revenue.

• Good service is not important for business success

• Good service leads to negative word-of-mouth and decreased revenue

• Good service has no impact on customer satisfaction or loyalty

What is the impact of poor service on a business?

• Negative impact on customer retention, reputation, and revenue

• No impact on customer retention, reputation, and revenue

• Increase in customer retention, reputation, and revenue

• Positive impact on customer retention, reputation, and revenue

Why should businesses focus on improving service performance?

• To have no impact on customer satisfaction and loyalty, leading to stagnant profits and business growth.

• To focus on improving product quality instead, as it has no impact on customer satisfaction and loyalty.

• To decrease customer satisfaction and loyalty, leading to lower profits and business decline.

• To increase customer satisfaction and loyalty, leading to higher profits and business growth.

What is the relationship between service performance and customer loyalty?

• Lower service performance leads to greater customer loyalty

• Higher service performance often leads to greater customer loyalty

• There is no relationship between service performance and customer loyalty

• Service performance has a negative impact on customer loyalty