Customer Results

What the organisation is achieving in relation to its external customers .

Have you

• asked your customers which aspects of your products or services are most important to them and set target satisfaction levels?
• asked your customers for direct feedback?
• measured the trends in your customer satisfaction and loyalty levels over time?
• received letters of commendation from your customers?
• compared your performance to that of your competitors?

In addition to the immediate customers of the organisation, external customers may also include other customers in the chain of distribution.