Describe also HOW YOUR ORGANIZATION DETERMINES CUSTOMER SATISFACTION.

Within your response, include answers to the following questions:

Area 3.2b. Customer Satisfaction Determination

(1) HOW DO YOU DETERMINE CUSTOMER SATISFACTION AND DISSATISFACTION?

HOW do these determination methods differ among CUSTOMER groups?

HOW do you ensure that your MEASUREMENTS capture actionable information for use in exceeding your CUSTOMERS’ expectations, securing their FUTURE business, and gaining positive referrals?

HOW do you use CUSTOMER SATISFACTION AND DISSATISFACTION information for IMPROVEMENT?

(2) HOW do you follow up with CUSTOMERS on products, services, and transaction quality to receive prompt and actionable feedback?

(3) HOW do you obtain and use information on your CUSTOMERS’ SATISFACTION relative to their satisfaction with your competitors and/or industry BENCHMARKS?

(4) HOW do you keep your APPROACHES to DETERMINING SATISFACTION current with business needs and directions?

Notes:

N2. DETERMINING CUSTOMER SATISFACTION AND DISSATISFACTION (3.2b) might include use of any or all of the following: surveys, formal and informal feedback, CUSTOMER account histories, COMPLAINTS, win/loss ANALYSIS, and transaction completion rates. Information might be gathered on the Internet, through personal contact or a third party, or by mail.

N3. CUSTOMER SATISFACTION MEASUREMENTS (3.2b[1]) might include both a numerical rating scale and descriptors for each unit in the scale. Actionable CUSTOMER SATISFACTION MEASUREMENTS provide useful information about specific PRODUCT AND SERVICE FEATURES, delivery, relationships, and transactions that bear upon the CUSTOMERS’ FUTURE actions—repeat business and positive referral.

N4. Your CUSTOMER SATISFACTION AND DISSATISFACTION RESULTS should be reported in ITEM 7.2.

For additional description of this Area, see 3.2 Customer Relationships and Satisfaction 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