Which method would you use to gather feedback from external customers about a decision's effectiveness?

• A. Finding out from customers.
• B. Interviewing staff to assess their opinion.
• C. Monitoring staff morale.
• D. Tracking changes in share prices.

Answer: (A)

Gathering feedback from those who actually use or buy the product or service is about listening to their experiences and opinions. External customers are the people most affected by a decision, so their direct input provides the clearest evidence of whether the change worked as intended. By asking customers—through surveys, feedback forms, or conversations—you capture real outcomes, satisfaction levels, and any problems that might not be visible to staff or managers.

Interviews with staff reflect internal views and can reveal how the decision was implemented or how teams felt about it, but these perspectives don’t reliably show whether customers benefited or were satisfied. Monitoring staff morale similarly focuses on internal sentiment rather than customer impact. Tracking share prices measures market reaction and financial performance, not the on-the-ground effectiveness of the decision from the customer’s viewpoint.