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

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

a(1)  What are your current LEVELS and TRENDS in KEY MEASURES or INDICATORS of CUSTOMER satisfaction and
        dissatisfaction?

HOW do these RESULTS COMPARE with the CUSTOMER satisfaction LEVELS of your competitors and other organizations providing similar products and services?

a(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 SEGMENTS 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 and COMPARABLE organizations (7.2a[1]) might include information and data from your CUSTOMERS and from independent organizations.

For additional description of this Item, see 7.2 Customer-Focused Outcomes Description.