Customer Results

Definition
Excellent organisations
-Develop and agree a set of performance indicators and ralated outcomes to determine the successful deployment of their strategy and supporting policies, based on the needs and expectations of their customers

-Set clear targets for key Result based on the needs and expectations of their customers, in line with their chosen strategy
-Demonstrate positive or sustained good Customer Results over at least 3 years
-Clearly understand the underlying reasons and drivers of observed trends and the impact these results will have on other performance indicators and related outcomes

-Anticipate future performance and results
-Understand how the Key Results they achieve compare to similar organisations and use this data, where relevant, for target setting
-Segment results to understand the experience, needs and expectations of specific customer groups