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MEASUREMENT, ANALYSIS, AND KNOWLEDGE MANAGEMENT (4)
(3) Customer Data How do you select and ensure the effective use of voice-of-
the-customer and market data and information (including aggregated data
on complaints) to build a more customer-focused culture and to support
operational and strategic decision making and innovation? How do you use
data and information gathered through social media, as appropriate?
What They’re Looking for Here
I’m not sure why the authors of the criteria felt the need to write a specic set of questions
about customer metrics when they did not do so about other types of performance
measures like nancial or ope ...