3 Customer and Market Focus

3.1 Customer and Market Knowledge

3.1.a. Administrative Services Customer and Market Knowledge

Administrative Services' divisions and work units learn from their former, current, and potential customers and markets, to support business needs and to seek market opportunities.

Administrative Services' divisions and work units define their customer groups and/or market segments and describe how these customers are determined. A variety of approaches to listening and learning from each customer group are used.

Administrative Services' divisions and work units use key information from former, current, and potential customers to assist in determining key product and service features, their relative importance/value to customers, and new product, service, or market opportunities. Customer retention and complaint information from customers is used to assist in making these determinations.

Administrative Services' divisions and work units evaluate, improve, and keep current with changing business needs and strategies their approach to listening to and learning from customers, potential customers, and markets.

3.2 Customer Satisfaction and Relationship Enhancement

3.2.a. Administrative Services Accessibility and Complaint Management

Administrative Services' divisions and work units provide simple access and information to enable customers to seek assistance, conduct business, and voice complaints.

Administrative Services uses a standard set of customer contact requirements. These requirements are deployed throughout all levels of the organization to employees that are required to meet these contact requirements. Administrative Services' divisions and work units strive to continually evaluate and improve their customer contact performance.

Administrative Services uses a standard complaint management process that ensures that complaints are resolved effectively and promptly, and that complaints received by all Administrative Services' divisions and work units are aggregated and analyzed for use throughout Administrative Services.

3.2.b. Administrative Services Customer Satisfaction Determination

Administrative Services' divisions and work units use processes, measurements, and data to determine customer satisfaction and dissatisfaction. The measurements defined capture actionable information that reflects customers' future business with Administrative Services and/or positive referral. Significant differences in methods and/or measurement scales for different customer groups or market segments are identified.

Administrative Services' divisions and work units follow up with customers on products, services, and recent transactions to receive prompt and actionable feedback.

Administrative Services' divisions and work units obtain objective and reliable information on customer satisfaction relative to competitors.

3.2.c. Administrative Services Relationship Building

Administrative Services' divisions and work units utilize a variety of approaches to build loyalty, positive referral, and relationships based on the customer group.

Administrative Services' divisions and work units keep current with changing business needs and strategies its processes for providing access, determining customer satisfaction, and building relationships.