Question

Which of the following methods of obtaining customer feedback allows customers to meet and share their concerns in an informal, unstructured way?

A. Comment cards
B. Focus groups
C. Telephone surveys
D. Mail surveys

Answer 1

Focus groups allow customers to meet and share their concerns in an informal, unstructured way. Option B is the answer.

Step-by-step explanation:

Focus groups involve a small number of participants who discuss a product, service, or specific topic under the guidance of a moderator. This method encourages open conversation, allowing participants to express their opinions, concerns, and feedback in an informal and unstructured manner. Comment cards (Option A) provide written feedback, but they lack the interactive nature of focus groups.

Telephone surveys (Option C) and mail surveys (Option D) are more structured and may not offer the same level of spontaneity and depth in customer discussions. Focus groups are valuable for exploring customer perceptions and attitudes in a qualitative, conversational setting.

Option B is the answer.