Question

Assume that customers arriving at a DMV are requested to fill out an optional survey. Assume that one of the survey questions asks customers to rate the quality of the service provided at the DMV. Customers typically assess service quality on different dimensions. We highlighted some of these dimensions in BA270. These highlighted dimensions are:

Answer 1

b. Timeliness, Assurance, Needs, Reliability and Empathy.

Explanation:

The customer rating is necessary for a business to improve its performance. A company will be able to improve its customer service based on customer reviews and feedback. The feedback of the customers is important in terms of service provision whether they rate the company based on responsiveness to the queries, timeliness of query resolution and other similar criteria.