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  3. Why is every company so much interested in the process of customer satisfaction? The answer is rather simple—the customer purcha

Why is every company so much interested in the process of customer satisfaction? The answer is rather simple—the customer purcha

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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.
【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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