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Sir, Q3 from June 2015 (Victoria)
Q3 (a) Discuss how Victoria’s success in the customer perspective may impact on the metrics given in the financial perspective.
After reading the sample answer, I still don’t understand how the answer is actually answering the question.
Can you help me?
I can’t really see a problem with the mldel answer. Thebalanced scorecard points out that goog financial performance depe ds on happy, loyal customers: they are the only source of revenue.
Customer satisfaction/loyalty/advocacy etc are measured by metrics such as:
New customers
Average order size
Profit per order
Complaints
Revenue growthEtc.
As these metrics improve itis more or less inevitable that financial performance will improve (unless the company does something silly like cut its prices too much to increase volumes).
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