New Citi Bank monitors the length of time customers are kept on hold when they call into the bank for information. This is an example of a(n)_____________.
A) performance indicator
B) performance standard
C) customer relationship management
D) employee performance evaluation
E) feedback control

Question

Quizplus · Accepted Answer

Monitoring the length of time customers are kept on hold is an example of a performance indicator, as it is a metric used to measure and track the bank's performance in this area. It is not a performance standard, as there is no specific target or benchmark being set for how long customers should be kept on hold. It is also not customer relationship management, as this generally refers to broader strategies and initiatives aimed at cultivating and maintaining positive relationships with customers. It is not an employee performance evaluation, as it is focused on the performance of the bank as a whole, rather than individual employees. Finally, it is not feedback control, as this term generally refers to a process of using feedback to make adjustments and improvements in real time, rather than tracking performance over time.

New Citi Bank Monitors the Length of Time Customers Are