Appendix—Survey of Managers’ Use of Metrics
Job Title_____________Industry Market____________
Q1. Which best describes what your business sells?
• Relatively even mix of both products and services
Q2. Purchase relationship with customers can best be defined as
• Contractual for a specified period which customers can renew (e.g., magazines)
• Contractual for an indefinite period which customers can cancel (e.g., newspapers)
• Frequent purchases (e.g., consumables, restaurant meals)
• Infrequent purchase with little/no service/repair/supplies (e.g., digital cameras)
• Infrequent purchase with service/repair/supplies relationship (e.g., automobiles, printers)
Q3. Are your customers best understood as
• Consumers (e.g., ...