Customers have learned how to get what they need from BAS by virtue of developing key relationships. Rather than going directly to the person charged with a specific service, they have developed alternate paths to get the service they need in a timely way. Sometimes the individual providing the service for the customer is unable to deliver the service without a chain of approvals.
Some customers get around that by going to higher levels early.
Ultimately the service is delivered, but because of the energy required of the customer to get it, there is little customer satisfaction. This we believe is a key reason for minimal enthusiasm for BAS' service. Others include dissatisfaction with some processes and service products which are detailed later in this report. Individual BAS units feel driven to provide effectiveness for the customer. In some instances, the customers do not perceive that drive.