In order to find out root cause not to blame others Expected Service GAP Fed Ex developed the 12 item statistical SQI. Perceived Service The SQI consists of 12 components and their weights. To be more comprehensive, pro-active, customer-oriented ,ensure of customer satisfaction and service quality. Measure and Manage Customer Satisfaction and Service Quality Aim for Customer Quality and Satisfaction in Every Service Encounter Plan for Effective Service Recovery Facilitate Adaptability and Flexibility Encourage Spontaneity Help Employees cope with Problem Customers Manage the Dimensions of Quality at Encounter Level Manage the Physical Evidence to Reinforce Perceptions This report is disseminated weekly to everyone in the company. On receipt of the report, root cause of the service failures are investigated. Bonuses are tied to performance on the SQI. The Company drives continuously towards its goal of 100% satisfaction in every transaction.