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Can i classify customer satisfaction into quantitative measure of performance like for example : No of customers returning. In BPP revision kit its saying Customer satisfaction is a qualitative measure
BPP are correct.
Quantitative measures are measure on numbers that you already have – for example % increase in sales volume.
Qualitative measures are measures of things like quality – OK, we need to end up with some numbers (such as % of customers returning), but there are no standard numbers available and is up to us to decide how best to measure it.
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