What best predicts customer satisfaction, say with a shopping trip or an airline journey?

Week- 2

Module 2 Quiz

 

1.
Question 1
What best predicts customer satisfaction, say with a shopping trip or an airline journey? (select only one)

1 point

The weighted average (by touchpoint importance) of the experience at each touchpoint

The overall evaluation across all touchpoints (i.e., holistic assessment)

The average evaluation of the experience at each touchpoint

The evaluation of the most positive experience (i.e., the peak)

2.
Question 2
True or False? So-called big data from online shopping and store cards (e.g., Tesco Club Card) promotes an experience focus within organisations.

1 point

True

False

3.
Question 3
True or False? The net value of perceived points-of-difference between two brands is a good representation of brand differentiation in the minds of customers.

1 point

False

True

4.
Question 4
Which best describes the external focus of an organisation with an experience offering? (select only one)

1 point

Public

Consumers

Customers

Markets

5.
Question 5
Which were examples in the videos used where the pricing provided a brand signature? (select all that apply)

1 point

Samsung

Pret-a-Manger

Ironman

John Lewis

The London Olympics

Pampers

6.
Question 6
Which best applies to the delivery of an experience offering? (select only one)

1 point

Produced

Orchestrated

Assembled

Serviced

Sourced