Improvements and customer satisfaction can be measured and substantiated. Performance trends show improvement in many to most primary services. No adverse trends are noted. Results show areas of strength with good to very good relative service levels. 2 Beginnings of a systematic customer data collection program.
Major gaps exist.
Early stages of a transition from reacting to problems to a general improvement orientation with noted results. No systematic customer data collection program evident. Only anecdotal information is available on how well customer needs are being identified and satisfied.