Common use of Customer Survey Clause in Contracts

Customer Survey. IBM and Empire shall conduct a survey each year of the Empire user community that is designed to determine the level of user satisfaction. IBM and Empire will mutually agree on the form and content of the surveys, which shall include representative samples of each major category of user within Empire and an agreed upon number of in-depth face-to-face or telephone interviews. The Parties will jointly review the results of the surveys, and in those areas where users are dissatisfied, IBM will develop and implement a plan to improve user satisfaction. Empire's satisfaction shall be an element of IBM employees' personal measurements and a key factor in determining business unit success. Such factors shall comprise a significant percentage of the variable incentive compensation pay of each individual holding a Key IBM Position, including as set forth in Section 5.1(a)(ii).