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. Quality improvement measure
B. Internal-external service control benchmark
C. Total quality management assessment
D. Customer service indicator
E. Service performance index
Answer: E
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