APICS Certified Supply Chain Professional (CSCP) — Question 143

The probability of customer dissatisfaction is highest when which of the following conditions exists?

Answer options

• A. Customer expectations are clearly defined.
• B. Supplier execution is too low.
• C. There is a gap between expected performance and perceived performance.
• D. There is a gap between what was indicated and what was accomplished.

Correct answer: C

Explanation

The correct answer, C, highlights that dissatisfaction arises when customers perceive a gap between what they expected and what they actually experienced. Options A and B do not directly address the perception gap, while option D, although related, focuses more on the difference between promises and delivery rather than expectations versus perception.