Over the Past Two Years, the Orange Bank Has Closed

Multiple Choice

Over the past two years, the Orange Bank has closed numerous country branches and significantly reduced staff numbers. In the same period, the bank has posted record profits and paid its top executives significant salary increases. However, the bank has also received a significant increase in customer complaints. In an attempt to redress the situation, the bank has decided to improve its image, and one major focus is to determine the average waiting time for calls to be answered. Which of the following would best describe this KPI?

A) Strategic and outcome
B) Strategic and driver
C) Operating and outcome
D) Operating and driver