Customer perspectives of Southwest Airlines' balanced scorecard include all of the following except __________.
A) lowest prices
B) seat revenue
C) on-time flights
D) Number 1 ranking

Question

Quizplus · Accepted Answer

Customer perspectives typically focus on aspects directly experienced by customers, such as pricing, punctuality, and rankings. "Seat revenue" is a financial metric relevant to the company's internal financial perspective, not directly to customer experience or satisfaction.

Customer Perspectives of Southwest Airlines' Balanced Scorecard Include All of the Following