Introducing the EFQM Excellence Model 2010 - North of England ...

Example:6a. Perceptions These are the customers’ perceptions of the organisation. Theymay be obtained from a number of sources, including customersurveys, focus groups, vendor ratings, compliments andcomplaints. These perceptions should give a clear understanding of theeffectiveness, from the customer’s perspective, of thedeployment and execution of the organisation’s customerstrategy and supporting policies and processes. Depending on the purpose of the organisation, measures mayfocus on:Reputation and imageProduct and service valueProduct and service deliveryCustomer service, relationship and supportCustomer loyalty and engagement