Question

A trucking company asks its customers to fill out a form on which they are asked to list what they liked and disliked about the company's service. The trucking company also has a toll-free number its customers can call to provide immediate feedback. The trucking company is using _____ to track and measure customer satisfaction.

A. a complaint and suggestion system
B. a value gap analysis
C. customer satisfaction surveys
D. lost customer analysis
E. a value-assessment network

Answer 1

The trucking company is using customer satisfaction surveys to gather feedback on their services from customers, using forms and a toll-free number for immediate responses.

Step-by-step explanation:

The trucking company is using customer satisfaction surveys to track and measure customer satisfaction. By asking their customers to list what they liked and disliked on a form as well as providing a toll-free number for immediate feedback, the company is engaging in practices typically associated with these surveys. Such surveys are designed to collect data on customer experience and identify areas of improvement. They may use various types of questions, including Likert scales, and ask about specific aspects of the service to gather detailed information.