When sharing performance metrics with customers, management needs to:

When sharing performance metrics with customers, management needs to:
A . avoid too many metrics in the report.
B . consider any discrepancies within the survey feedback.
C . provide a balanced and comprehensive set of metrics.
D . ensure metrics are linked to business strategy.

View Answer

Answer: C

Explanation:

According to the CTSC exam content manual1, when sharing performance metrics with customers, management needs to provide a balanced and comprehensive set of metrics, which means that the metrics should cover all aspects of the customer value proposition, such as quality, cost, delivery, flexibility, and innovation. The metrics should also be aligned with the customer’s expectations and objectives, and reflect the customer’s perspective and feedback. Providing a balanced and comprehensive set of metrics can help to build trust, transparency, and collaboration with customers, as well as to identify areas of improvement and opportunity.