Which One of the Following Statements Is TRUE with Regard

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.