A sound, systematic customer data collection, evaluation, and refinement program has been fully established that accomplishes overall customer perspective objectives. Program collects feedback from all primary customer groups and includes point of service surveys for all primary services. A very strong fact-based improvement process is fully in place for all primary services. Emphasis is placed on refinement of previous improvements to make them even better. Cycles of improvement demonstrate a mature program of continuous improvements and refinements in primary services and have been sustained over several years.
Current performance is excellent for most primary services.
No adverse trends are noted. Some are benchmarked with outside industries. Results show areas of leadership with excellent relative service levels. A sound, systematic customer data collection, evaluation, and refinement program has been established that documents results in satisfying customer perspective objectives. Program collects feedback from all primary customer groups and for all primary services.