Global Customer Satisfaction Questions

Question Description

I’m working on a marketing question and need an explanation and answer to help me learn.


Question 1

The topic of customer satisfaction falls in a large body of theory and researching in marketing known as?

  • Network and Connection Theory
  • RelationshipMarketing
  • Theory of Transactionals
  • Hofstede’s theory of satisfaction

Question 2

Relationship Marketing has as its founding concept the following important concept for marketing?

  • Cost-benefit analysis
  • Transactional analysis
  • Network Theory
  • Exchange of Value

Question 3

Do you agree that in relationship Marketing, losing money on individual transactions is acceptable?

  • Yes, that is the perspective
  • No, I disagree


Question 4

In satisfaction theory, the term “repeat customer” and “committed customer” are the same and can be used interchangeably?

  • Yes, I agree
  • No, I disagree

Question 5

Quick-on-the-feet, short-term thinking is a characteristic of relationship marketing. Do you Agree?

  • Yes, I agree
  • No, I disagree

Question 6

Customer churn and profitability are closely connected.

  • True, reducing customer churn can have a significant impact on profitability
  • Not really- they are not connected

Question 7

An online firm has 30,000 customers. It loses 1,500 of them each year so that 1,500 new customers have to be acquired each year just to maintain that figure (let-alone-grow). What is its churn rate?

  • 0%
  • 5%
  • 15%
  • 25%

Question 8

Of the 5 possible actions a dissatisfied customer may take, which of the following is the best option for the firm?

  • Quits your brand
  • Complaints to agencies
  • Complaints to the firm
  • Takes legal action
  • Engages in negative word of mouth

Question 9

Which of the following best represents consumer motives?

  • The “what”
  • The “who”
  • The “why”
  • The “how”


Question 10

Brand Personality is really a tangible manifestation of?

  • Brand Strength
  • Brand Image
  • Brand Attitude
  • Brand Equity
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