US Bank uses a complex polling system coupled with a customer response measurement system to assess consumers' responses to new products and services. US Bank is using a(n) ________ program to improve service quality and service offerings.

A) quality gap analysis
B) empowerment
C) zone of tolerance
D) standards analysis
E) voice-of-customer

Question

Hassan Mohameed · Accepted Answer

Final Answer : E, Explanation :  US Bank is using a voice-of-customer program to assess consumers' responses to new products and services. The use of a polling system and customer response measurement system are both components of a voice-of-customer program. The goal of this type of program is to better understand the needs and wants of customers and use that information to improve service quality and offerings.

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