Question

Which of the following is a key performance indicator of the customer perspective in a balanced​ scorecard? A. employee satisfaction B. defect rate C. number of repeat customers D. gross margin growth

Answer 1

Answer:

A key performance indicator of the customer perspective in a balanced​ scorecard is option C. number of repeat customers

Explanation:

A Key Performance Indicator (KPI) is a measurable value used to demonstrate how effectively a company is achieving key business objectives.  

Organizations use KPIs to analyze their success rate.

The customer perspective within the balanced score card enables organizations to target the market segments to prioritize.  Once they have done that, they focus developing strategies that maximizes customers’ utility and bring sin good profit to the organization.

Before now, Balanced Scorecard tilted towards product performance and technology innovation to be the backbones of business success. However, customer behavioral trends have gradually emphasized the necessity for understanding what customers need.

Therefore the number of repeat customers is a KPI of the customer perspective in a balanced score card.