Rating Criteria 1.
Mission statement addresses customer satisfaction as top priority.
Long range strategic plans at enterprise and business unit levels have numerical improvement objectives and supporting initiatives for customer satisfaction and innovation. Executive bonuses or compensation are at least partly determined by improvement in final customer satisfaction. A customer satisfaction policy exists at the enterprise level and has implementation plans in place for each business unit. The majority of employees are familiar with it. The marketing and sales organizations are actively involved in a formal customer satisfaction improvement initiative.