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Why is every company so much interested in the process of customer satisfact

游客2024-10-08  17
问题     Why is every company so much interested in the process of customer satisfaction? The answer is rather simple—the customer purchases the good or in other words gives monetary【C1】______ of the good he chooses. The more customers purchase—the better is for the company, as its capital growth.【C2】______the growth of the number of customers is【C3】______for each company.
    As the level of satisfaction【C4】______from customer to customer, it is important for each company to have specific components of customer satisfaction in order to【C5】______ a mass satisfaction result. Proper components are the【C6】______of customers purchasing from a company and【C7】______ their purchase decision over again, as customer satisfaction and loyalty are the direct reflections of the brand loyalty factors, certain emotional【C8】______ or other external reasons. Measuring the level of customer’s satisfaction is rather hard and the results may be sufficiently【C9】______. Customer satisfaction constantly needs a target to be aimed at,【C10】______the " requirements " of the contemporary customer change from day to day.
  【C11】______the "satisfaction" information is obtained by the means of either telephone or an Internet-survey. It【C12】______be noted that these two ways of obtaining information are the major marketing prediction【C13】______. Such surveys are rather accurate and reveal the customer loyalty of each【C14】______ company. Customer satisfaction measurements help the companies build their customer-strategies based on the strengths and the weak spots of each good that【C15】______it from obtaining high level of customer’s satisfaction and loyalty.【C16】______of the customer’s loyally revealed on the early stages of satisfaction measurements helps to【C17】______a good to a more corresponding market position.【C18】______ customer’s loyalty has one other important element【C19】______ is the knowledge of what customers think about the brand, the brand’s specific product and results【C20】______a correct marketing strategy decision-making. [br] 【C16】
选项 A、Vulnerability
B、Evaluation
C、Features
D、Conditions
答案 A
解析 名词辨析题。句意为：如能及早通过满意度测试发现客户忠诚度方面的弱点，就能据此替换成更适合市场需求的商品。上一句谈到商品的弱点会阻碍商品获得较高的满意度和忠诚度，本句承接上句意思，指出及早发现弱点有助于做出改进。四个选项中只有vulnerability“弱点”与前一句中的weak spots意义相近，从而可保持前后句的逻辑一致性，故为答案。evaluation“评估”、feature“特征”和condition“条件”不能与前一句形成呼应，均应排除。
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