Customer Results

What the organisation is achieving in relation to its external customers

Have you
  • Develop and agree a set of performance indicators and related 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 Results 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.