Question

To compare themselves to peers, Bryan Air has a consultant to monitor customer service metrics such as customer satisfaction against Frontier Airlines and Virgin Atlantic. This is an example of how companies _______ to gauge the effectiveness of their social media effort. a. build awareness b. establish key performance indicators (KPIs) c. assign values to KPIs d. benchmark against competitors

Answer 1

Answer:

c

Explanation:

Key performance indicators are values or metrics used to determine how effective an organisation is in carrying out its objectives.

Bryan Air's key performance indicator is customer satisfaction. This is an example of a qualitative indicator

Qualitative indicators are not measured with numbers. It records opinions.

The KPI of Bryan Air has already been determined. The consultant is assigning values to the KPI by collecting data