American Express's "Service Tracking Report" systematically measures both customer satisfaction and employee performance worldwide.Compiled on a monthly basis,the document uses statistics to measure the performance of business units throughout the world against more than 100 service quality factors related to their customers' three major service dimensions-responsiveness,timeliness and accuracy.American Express's "Service Tracking Report" is a(n):
A) Service performance index
B) Quality improvement measure
C) Total quality management assessment
D) Customer service indicator
E) Internal-external service control benchmark

Question

Quizplus · Accepted Answer

The "Service Tracking Report" is a systematic measure of customer satisfaction and employee performance worldwide, using statistics to measure the performance of business units throughout the world against more than 100 service quality factors. It is designed as a service performance index.

American Express's "Service Tracking Report" Systematically Measures Both Customer Satisfaction