Question

Larry is in charge of collecting customer service and satisfaction data for his company. He’s not sure which key groups in the company would be the most appropriate audience to communicate the recent customer satisfaction results, including call center employees, senior management, and company-wide. As Larry begins to develop his communication plan, which of the following questions would most help him strategize a plan for targeting a specific audience?
What are the potential advantages and disadvantages of communicating customer satisfaction results to one group versus another group?
What format would each group prefer to see in a report on customer satisfaction?
How can you communicate the information in a way that will be acceptable to all groups?
What are the consequences of not communicating the information at all?

Answer 1

Answer:

What are the potential advantages and disadvantages of communicating customer satisfaction results to one group versus another group?

Explanation:

The answer above would be the most appropriate question because Larry does not know whether to share it with the employees, with senior management, or with the whole company.

Larry should try to gauge what kind of effect in the company would produce each one of this three alternatives. For example, sharing the information only with the employees might not seat well with managers, while the sharing the information only with management may be more effective but less transparent.