Select all that apply. Relevant external nonfinancial quality measures include:

a) Plant safety record (e.g., number of days since last major accident)
b) Percentage of first-pass yields (i.e., percentage of initial output meeting quality standards)
c) Market research on customer preferences and satisfaction
d) Customer loyalty (measured, for example, by customer retention rate)
e) Number of defective units shipped to customers as a percentage of total units shipped