Question: A Customer Satisfaction Survey ( CSS ) is a survey administered by an organization to customers who have used its products or services. The survey

A Customer Satisfaction Survey

(

CSS

)

is a survey administered by an organization to customers who have used its products or services. The survey measures customer perceptions on key factors such as reliability, quality, courtesy, and overall satisfaction with the products and services. Results from these surveys can be used to diagnose issues with products and services and give insight into the effectiveness of modifications.

In the context of the passage, which of the following could best be substituted for perceptions without significantly changing the author

s meaning?

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