Monitoring Customer Satisfaction Is A Component Of The ______ Function

Monitoring Customer Satisfaction Is A Component Of The ______ Function. a. controlling b. leading c. organizing d. staffing
The correct answer to this multiple choice question (mcq) is (a), as controlling is the way through which the management measuring and monitoring Customers Satisfaction (CS). For effective measuring of CS, surveys, questionnaires, feedbacks, phone calls, emails, social media campaigns, etc. are used to check the expectations of customers about the quality and price of the products and services. The management of the company should track and monitor customers due to lots of reasons such as product or service improvements, product differentiation, sales performance, customer retention, acquiring new ones etc.

Acquiring customers is important to expand and increase the sales volumes of products or services to new customers and new areas of the market. Thus, a management, who is monitoring CS, is able to acquire new ones and achieve common targets and goals of the company or organization.

Retaining the customers is also achieved with checking and monitoring CS. If the they are happy and satisfied with the quality and the price level of products and services, the company will be successful in retaining them and they will become loyal to products and services with the passage of time. Many of them will become the old customers who still enjoy and use the products or services due to their satisfactions, they have and show for the products & services.

By monitoring CS, the management will know about the accessibility of products and services to their customers. If there is an ease access of products & services to customers, then they will surely satisfied with the products and services of the company’s management. The management get knowledge about it by conducting surveys, questionaries, etc.

The other options (b, c and d) of this mcq are incorrect as these are not relevant to the given statements, especially, in these options, option (d) is related with the recruitment & selection or the hiring of Human Resource Management (HRM).

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