A score of 75 or more shows the operation has recognised that every component is required to focus on the customer. The result indicates that your processes and systems deliver customer satisfaction.
Each component of you operation impacts on managing customer perception and the scores are generally high.
The chart shows the results from the assessment for the components that make up the customer focus score. The chart will guide you to the 6 relevant components where improvement can be gained.
Questions to ask
Have your team identified areas of improvement?
How does this compare to the assessment?
Examine the chart and identify the components that offer the best opportunity for improvement.