Although surveys are the most frequently used means of assessing

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­Quest 1 Option A wont help because 

Tab 1

"Meeting expectation or exceeding expectation" = Satisfaction--------->> which also means " Not meeting expectation" = Dissatisfaction
"Expectation increases" = Satisfaction Decreases.

Tab 2

young and less affluent has been due to "Different expection".........so = "Not meeting expectation" = Dissatisfaction,,,

So the dissatisfaction among the young and less affluent has not arose from "increased expectation"



Question2 option B

Giving discount for review wont help for two reasons,

1. in tab 1 it is mentioned that we need survey from different groups.   Increased number of respondent due to discount will be of one group.
2. In tab 2 , it is mentioned that how negative review from the online survey is not real measure of customer satisfaction, becasue those people were concerned about price not about quality. but the product was of premium price (high price) and high quality.  Their target customer are who can give high price for high quality.   so the review from those customer (rich old professionals) is the true measure of customer satisfaction.

so increasing the online review by giving discount wont involve the target group

 

­Can we get official explanation of the first question?

­RO1, Customer satisfaction may fall because expectations have risen:

The discussion of Survey Difficulties states that because many businesses define customer satisfaction as “meeting or exceeding expectations,” measures of customer satisfaction may fall merely because expectations have risen. For the statement under consideration to explain the difference that the business owner observes between the impressions created by the online reviews and the in-person feedback of the prepared-food business, there would need to be some indication that expectations had risen for the online reviewers but not for the customers who gave in-person feedback when shopping. There is, however, no indication that there was any change in expectations, so this statement cannot help explain the difference.

The correct answer is No.

RO2, People often cease patronizing a business with which they are dissatisfied:

If it is true that people often cease patronizing a business with which they are dissatisfied, then the reviewers who posted negative online reviews may have been dissatisfied customers who have ceased patronizing the business. (Note that the Survey Difficulties discussion indicates that disappointed or angry customers often seize opportunities to vent, whereas contented customers do not.) On the other hand, someone who continues to patronize a business has obviously not ceased patronizing the business, and so is more likely to be satisfied and would likely be willing to express that satisfaction when shopping at the business. Therefore, this statement does help explain the difference.

The correct answer is Yes.

RO3, Contented customers often do not seize an opportunity to vent their opinions:

As the Survey Difficulties discussion notes, disappointed or angry customers often seize opportunities to vent. Clearly, social-media websites that provide user-generated reviews present opportunities to vent their opinions. If contented customers, on the other hand, often do not seize such opportunities to express their opinions, but are willing to express satisfaction when they are shopping at the business, then this statement could help explain the difference.

The correct answer is Yes.

KarishmaB pls explain all the questions. It is unclear

Solution 3

Determining which customer complaints it would be most beneficial to address
Explanation:
When feedback is anonymous, it’s difficult to tie specific complaints to particular customer segments. Without knowing the demographic or purchasing behavior of the complainants, the business can't effectively prioritize which issues to address. For example, complaints from high-value customers might be more critical to resolve than those from less frequent buyers.

Here’s why the other options are less likely to be the main difficulty:

Determining what types of complaints are most typical among the respondents:

Even with anonymous feedback, the business can still categorize and quantify the types of complaints received.
Detecting trends in its level of customer satisfaction:

Trends can still be observed over time with anonymous feedback, as long as there is consistent data collection.
Determining how to define customer satisfaction:

This is a broader strategic issue that involves setting internal benchmarks and goals, which can be informed by but is not solely dependent on non-anonymous feedback.
Differentiating itself from competitors:

While specific feedback can help in differentiation strategies, the broader challenge in anonymous feedback is more about prioritizing and addressing specific complaints effectively.
Thus, Determining which customer complaints it would be most beneficial to address is the most clear difficulty when dealing with only anonymous feedback.

Ans C

­Check out this video (starting at 28:36) for a full explanation of this one!­

­question said if the following statements are true. please read carefully.

Hi KarishmaB
Can you please explain question 1?

Question 1.

Assuming each of the following statements is true, select Yes if the information provided suggests it would help explain the difference in the impressions created by the online reviews and the in-person feedback of the prepared-food business as described in the business owner’s passage. Otherwise, select No.


Very carefully, read what is given about online reviewers and in person feedback:

... receiving negative reviews on a social-media website ... But because such reviewers are usually anonymous, it is hard to know to what extent their opinions reflect the majority. We discovered that many of these reviewers were considerably younger and less affluent—and therefore had different expectations with regard to prices—than our customer base of older professionals who routinely express satisfaction when shopping at our business.

We need to consider what can explain this difference - online reviews are negative but in person routine shoppers are happy.


Customer satisfaction may fall because expectations have risen.

[color=#0f0f0f]There is no discussion on rising expectation. There is a discussion on different expectations of different client bases, but not how expectations of [/color]online users have risen and hence negative feedback has been obtained. This factor does not affect difference in the feedback today - negative online reviews vs happy in person routinely shopping professionals.

Select NO


People often cease patronizing a business with which they are dissatisfied.

Why are [color=#000000]in person routinely shopping professionals happy while others are not? The difference could be explained by saying that those unhappy walked away and do [/color]not[color=#0f0f0f] routinely shop at your store anymore. The routine shoppers express happiness. They are happy and that is why they are routine shoppers. So feedback from those people is positive. It is a biased sample. [/color]
[color=#0f0f0f]If a business claims that [/color]our[color=#000000] long term employees [/color]have[color=#0f0f0f] all expressed satisfaction with [/color]our[color=#000000] work culture, isn't it a biased opinion. Only those who were happy stayed long term. It is the same logic.
[/color]Hence it does help explain the difference.

Select YES


Contented customers often do not seize an opportunity to vent their opinions.

Why online reviews are negative can be explained using this. People who are happy don't normally go online to express their satisfaction. Hence this could explain why there is negative feedback online though in person shoppers express satisfaction. Hence this is relevant too and explains the difference.

Select YES