Telecom measures both quantitative and qualitative. Add detail to the annual plans re. Perhaps surveys could be outsourced. Data collection should be part of the service process. Voluntary responses have been found to be primarily from people who are critical of, versus happy with, the service.
Additional comments re.
KJK suggested we add something about shaping customer expectations. Bob added that the objectives would relate to the budget process. Bill T. suggested adding prioritizing to the queue handling for Administrative Systems Support. Bill T. suggested adding a glossary for acronyms. KJK noted that there was much more emphasis on email versus web servers.