QUESTION 1

When using numerical scales, results are best reported using:

	a.	Priorities for Improvement (PFIs)
	b.	Mean and Standard deviation
	c.	Percentages
	d.	The Satisfaction Index

QUESTION 2

One characteristics of successful organizations at satisfying their customer is:

	a.	Customer loyalty
	b.	Repeat business and referral
	c.	Provide extensive feedback on the results to employees and customers
	d.	Competitive advantage

QUESTION 3

The two main ways to generate comparisons with direct competitors are:

	a.	Comparison Indicator and Market Standing
	b.	Accurate methodology and extensive feedback
	c.	Market Standing and Accurate methodology
	d.	Operational results such as revenue and market share

QUESTION 4

Which of the following statements is FALSE with regards of the median in customer satisfaction measurement?

		Is the middle of list of numbers when all the values are arranged in order of magnitude
		is sometimes preferred to the mean as a true average if a small number of very wayward values significantly distort the arithmetic mean
		the median is provides the required accuracy
		is the true middle score

QUESTION 5

Which of the following statements is FALSE in regards to customer satisfaction measurement?

	a.	Is one of the important elements of a quality management system.
	b.	Customer satisfaction measurement is sufficient for an effective continual improvement system
	c.	Successful organizations use customer satisfaction and other management information to drive improvement in the business.
	d.	(a) and (b)