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

question 37

Multiple Choice

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

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Definitions:

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