Which one of the following statements is true regarding FedEx's Service Quality Indicator (SQI)?
A)FedEx's SQI is an example of volume flexibility.
B)FedEx's SQI places the most weight (importance) on late pickups.
C)FedEx's SQI places the most weight (importance) on damaged and lost packages.
D)FedEx's SQI places the most weight (importance) on delivery on the wrong day.

Question

Quizplus · Accepted Answer

FedEx's Service Quality Indicator places the most weight on damaged and lost packages, as this is the aspect of service quality that has the most impact on customer satisfaction. Volume flexibility (A) refers to the ability of a company to handle changes in demand, and is not related to the SQI. Late pickups (B) and delivery on the wrong day (D) are also important aspects of service quality, but are not given as much weight in the SQI as package damage and loss.

Which One of the Following Statements Is True Regarding FedEx's