No adverse trends are noted. Results show areas of leadership with very good relative service levels. A sound, systematic customer data collection and evaluation program has been established to examine customer perspective objectives. Program collects data from most customer groups and for almost all service activities. A fact-based improvement process is in place for most primary services.
Emphasis is placed more on improvement than on reacting to problems.
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.