Which one of the following statements is true with regard to the case study BankUSA: Credit Card Division?
A)Service upsets represented 17 percent of total transactions.
B)Current performance reports indicate that the credit card division is meeting 99.2 percent of its service requirements.
C)The correlation between customer satisfaction and operating costs was negatively correlated.
D)The ultimate (real) service level for this organization is internal performance metrics.

Question

Quizplus · Accepted Answer

The case study states that "current performance reports indicate that the credit card division is meeting 99.2 percent of its service requirements" (page 3). The other statements are either incorrect or unsupported by the information provided in the case study.

Which One of the Following Statements Is True with Regard