Which of the following is a good SMART goal example for improving customer satisfaction?

• A. Improve customer satisfaction by the end of the year.
• B. Ask customers if they were happy with the service before they leave the store.
• C. Increase customer satisfaction by greeting them, offering assistance and meeting their needs.
• D. Increase customer satisfaction survey ratings by 20% within six months.

Answer: (D)

This item tests how to craft a SMART goal for customer satisfaction. The best choice fits SMART: it states a clear target (increase satisfaction by 20%), is measurable (the 20% increase can be tracked), has a deadline (within six months), and relates directly to customer satisfaction. It also implies feasibility within a realistic timeframe and resources, making it achievable and relevant.

The other options miss at least one SMART element. One lacks a specific target or deadline, so progress can’t be measured clearly. Another describes a process (asking customers about their happiness) rather than a concrete result to achieve. The remaining option lists actions to take (greet, assist, meet needs) but does not specify a numeric goal or a timeframe to gauge success.