Customer Experience Measures Sample Clauses

Customer Experience Measures. In order to fully understand and optimize the customer experience, Contractor shall establish a performance management framework that includes perception, descriptive and outcome metrics including specific reports, service levels and Customer Satisfaction measures. These metrics will then inform the choices made for follow-up activities (e.g., focus groups, improvement projects). Contractor shall work with the Government to propose the framework approach and shall implement the Government approved framework. Contractor shall consolidate measures into a single display available through the Customer Portal. Contractor shall perform analysis of the consolidated measures and provide recommendations to the Government. Contractor shall participate in work sessions with stakeholders (e.g., EITS Governance, Customers, focus groups) to discuss overall results and develop specific action plan. Contractor shall facilitate and provide logistical and administrative support to these work sessions, where requested by the Government. Contractor shall perform follow-on activities, as directed by the Government.
Sample 1
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Related to Customer Experience Measures

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