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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

admin2013-10-11  57
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.
【C9】
选项 A、casual
B、various
C、mistaken
D、unforeseen
答案A
解析 形容词辨析题。句意为：测试客户满意度难度很大，且其结果可能会具有很大的随机性。根据上句信息，客户满意度受到多种因素的影响，这可能是测试满意度难度大的原因，同时因素多就可能导致测试结果小准确，随机性大，故casual“随便的”最为合适，符合前后文逻辑。原文并没有对满意度测试予以全盘否定，因此其结果不可能是完全错误的，故排除mistaken；上文并没有提出要对满意度进行预测，故排除unforeseen“未预见到的”；various“各种各样的”有一定干扰性，但原文所要表达的意思是由于测试干扰因素而引起的结果波动或出现偏差，不是指会有各种不同的结果，故排除。
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