Scout just began working at Orvis, a family-owned retail and mail-order business specializing in high-end fly fishing, hunting and sporting goods. Her manager has placed Scout in charge of monitoring the trends in repeat buying of current customers. Which method for determining the effectiveness of customer service would be most appropriate?
A. Hold time and abandonment rates
B. Customer loyalty measurement
C. Post-incident surveys
D. Customer service website experience
E. Perfect order rate
Answer: B
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