A score of 26 – 74 suggests there are opportunities to improve the focus on the customer in key components of the operation. The chart will guide you to the components where improvement can be gained.

Questions to ask

Has the importance of focusing on the customer been communicated?
Is satisfying the customer the prime driver of the operation?
Is the performance to the customer monitored?
Data collected and analysed?
Has improvement action been taken?

Starting point

Ensure there is a clear commitment to improving the focus on the customer.
Create an improvement plan for the underperforming components.
Monitor the plan.

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