Criterion 6: Customer ResultsThe Excellence Model requires the organization to show what it is achieving in relation to external customers. An excellent organization will be able to show excellent customer satisfaction results. Results considered will be in terms of customer perceptions and internal performance indicators.
Perception measures:
Perceptions may be gathered from customer surveys, focus groups, vendor ratings, compliments and complaints.
The Excellence Model requires answers to questions which show customer perceptions, relating to:
- Overall image.
- Products and services.
- Sales and after sales support.
- Loyalty.
- Performance indicators.
These measures are internal, relating to measures of process and product which show current performance, which are reliable predictors of product and service performance and improvement, and which will affect customer perceptions.
The Excellence Model requires perception and performance results in the following areas:
- Overall image.
- Products and services.
- Sales and after sales support.
- Loyalty.
Also See: The EFQM Excellence Model
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