Skip navigation

On September 14th, 2017, we published revised versions of our Privacy Policy, Terms of Service and Website Use Policy and published a Cookie Policy. Your continued use of Lynda.com means you agree to these revised documents, so please take a few minutes to read and understand them.

Customer needs and satisfaction

Customer needs and satisfaction: Balanced Scorecard and Key Performance Indicators
Customer needs and satisfaction: Balanced Scorecard and Key Performance Indicators

A key to strong financial performance is identifying customer needs and satisfying them. In this video tutorial, accounting professor Kay Stice explores leading measures and outcome measures and the impact they have on customers. Leading measures include the ratio of your selling price versus your competitor's selling price, percent of on-time deliveries, number of returned items, and customer satisfaction surveys. Outcome measures include market share, returning customers, and new customers.

Resume Transcript Auto-Scroll
Skill Level Intermediate
1h 17m
Duration
94,437
Views
Show More Show Less
Skills covered in this course
Business Accounting Business Skills Finance

Continue Assessment

You started this assessment previously and didn't complete it. You can pick up where you left off, or start over.

Start Your Free Trial Now

Start your free trial now, and begin learning software, business and creative skills—anytime, anywhere—with video instruction from recognized industry experts.

Start Your Free Trial Now