Summarize your organization’s KEY CUSTOMER-focused RESULTS, including CUSTOMER SATISFACTION and CUSTOMER-perceived VALUE.

SEGMENT your RESULTS by product and service types and groups, CUSTOMER groups, and market SEGMENTS as appropriate.

Include appropriate COMPARATIVE DATA.

Provide data and information to answer the following questions:

7.2a. Customer-Focused Results

(1) What are your current LEVELS and TRENDS in KEY MEASURES or INDICATORS of CUSTOMER SATISFACTION and DISSATISFACTION?

HOW do these COMPARE with competitors’ LEVELS of CUSTOMER SATISFACTION?

(2) What are your current LEVELS and TRENDS in KEY MEASURES or INDICATORS of CUSTOMER-perceived VALUE, including CUSTOMER loyalty and retention, positive referral, and other aspects of building relationships with CUSTOMERS, as appropriate?

Notes:

N1. CUSTOMER SATISFACTION and DISSATISFACTION RESULTS reported in this ITEM should relate to the CUSTOMER groups and market SEGMENT discussed in P.1b(2) and ITEM 3.1 and to the determination methods and data described in ITEM 3.2.

N2. MEASURES AND INDICATORS of CUSTOMERS’ satisfaction with your products and services relative to CUSTOMERS' SATISFACTION with competitors might include objective information and data from your CUSTOMERS and from independent organizations.

For additional description, see 7.2 Customer-Focused Results Description.

2005 Criteria Items: 1.1 - 1.2 - 2.1 - 2.2 - 3.1 - 3.2 - 4.1 - 4.2 - 5.1 - 5.2 - 5.3 - 6.1 - 6.2 - 7.1 - 7.2 - 7.3 - 7.4 - 7.5 - 7.6 - P.1 - P.2

Areas: 1.1a-1.1b-1.2a-1.2b-1.2c-2.1a-2.1b-2.2a-2.2b-3.1a-3.2a-3.2b-4.1a-4.1b-4.2a-4.2b-4.2c-5.1a-5.1b-5.1c-5.2a-5.2b-5.3a-5.3b-6.1a-6.2a-6.2b-7.1a-7.2a-7.3a-7.4a-7.5a-7.6a-P.1a-P.1b-P.2a-P.2b-P.2c