Summarize your organization’s KEY CUSTOMER-focused RESULTS, including CUSTOMER satisfaction and CUSTOMER-perceived VALUE. SEGMENT your RESULTS by product types and groups, as appropriate.

SEGMENT your RESULTS by service types and groups, as appropriate.

SEGMENT your RESULTS by CUSTOMER groups, as appropriate.

SEGMENT your RESULTS by 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 in KEY MEASURES or INDICATORS of CUSTOMER satisfaction?

What are your current LEVELS in KEY MEASURES or INDICATORS of CUSTOMER dissatisfaction?

What are your current TRENDS in KEY MEASURES or INDICATORS of CUSTOMER satisfaction?

What are your current TRENDS in KEY MEASURES or INDICATORS of CUSTOMER dissatisfaction?

HOW do these compare with competitors’ LEVELS of CUSTOMER satisfaction?

(2) What are your current LEVELS in KEY MEASURES or INDICATORS of CUSTOMER-perceived VALUE, including CUSTOMER loyalty and retention, as appropriate?

What are your current LEVELS in KEY MEASURES or INDICATORS of CUSTOMER-perceived VALUE, including positive referral, as appropriate?

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

What are your current TRENDS in KEY MEASURES or INDICATORS of CUSTOMER-perceived VALUE, including CUSTOMER loyalty and retention, as appropriate?

What are your current TRENDS in KEY MEASURES or INDICATORS of CUSTOMER-perceived VALUE, including positive referral, as appropriate?

What are your current TRENDS in KEY MEASURES or INDICATORS of CUSTOMER-perceived VALUE, including aspects [other than CUSTOMER loyalty and retention and positive referral] 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 ARTICULATED Item Links: 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