7.1 Customer-Focused Results (125 pts.) Results

Summarize your organization's key customer-focused results, including customer satisfaction and product and service performance results. Segment your results by customer groups and market segments, as appropriate. Include appropriate comparative data.

Provide data and information to answer the following questions:

1. Customer Results

   1. What are your current levels and trends in key measures/indicators of customer satisfaction and dissatisfaction, including comparisons with competitors' levels of customer satisfaction?

   2. What are your current levels and trends in key measures/indicators of customer-perceived value, customer retention, positive referral, and/or other aspects of building relationships with customers, as appropriate?

2. Product and Service Results

   What are your current levels and trends in key measures/indicators of product and service performance that are important to your customers?

Notes:

Nl. Customer satisfaction and dissatisfaction results reported in this Item should relate to determination methods and data described in Item 3.2.

N2. Measures/indicators of customers' satisfaction with your products/services relative to customers' satisfaction with competitors might include objective information and data from your customers and from independent organizations.

N3. Service performance (7.1b) might include measures of success in providing nontraditional services to customers, such as Internet-based services.

For a definition of the following key term, see page 31: results.

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