In CATI systems questionnaires are left with the respondent to complete at a later time

Marketing metrics are too important to be simply an add-on to the marketing or product

manager's responsibilities. Indicate whether the statement is true or false

Two shortcomings of customer satisfaction measurement programs – they do not survey noncustomers and they don't provide a market assessment for supplier firms – can be remedied by a customer _______

a. loyalty survey b. delight test c. point of difference analysis d. customer value analysis