Which One of the Following Statements Is TRUE with Regard

question 91

Multiple Choice

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 relationship between customer satisfaction and operating costs is negatively correlated.
• D) The ultimate (real) service level for this organization is internal performance metrics.