Common use of Customer Satisfaction Survey Clause in Contracts

Customer Satisfaction Survey. (1) At least once every Contract Year during the Term, IBM shall, upon EMW's request, engage an unaffiliated third party approved by EMW to conduct a customer satisfaction survey in respect of those aspects of the Services designated by EMW (the "CUSTOMER SATISFACTION SURVEY"). The Customer Satisfaction Survey, shall, at a minimum, cover a representative sampling of End-Users and senior management of EMW, in each case as specified by EMW. The timing, content, scope and method of the Customer Satisfaction Survey shall be consistent with the Initial Customer Satisfaction Survey and subject to EMW's approval. IBM agrees that (a) increased measured customer satisfaction shall be a key performance incentive for the compensation of the IBM Key Personnel and (b) customer satisfaction shall be measured as a service level pursuant to EXHIBIT 5. IBM Confidential May 12, 2000 Page 18 of 52 EMW Confidential Agreement (2) In the event that EMW disputes the results of the Customer Satisfaction Survey, EMW may invoke the Dispute Resolution Process.