Evaluating customer service by how well the organizational objectives were met provides a measure of what?

• A. Efficiency
• B. Responsiveness
• C. Effectiveness
• D. Quality

Answer: (C)

The main idea is effectiveness. Evaluating customer service by how well organizational objectives are met looks at the results and outcomes—whether the service helps the organization achieve its goals, such as higher customer satisfaction, loyalty, or target service levels. Efficiency would concern how resources are used to deliver service, not whether the goals were achieved. Responsiveness focuses on speed or timeliness of replies, not the ultimate achievement of objectives. Quality deals with meeting standards or customer needs, but effectiveness centers on the actual achievement of the intended outcomes.