Customer Dissatisfaction definition
Customer Dissatisfaction means (a) a materially adverse aggregate response regarding the quality of Services performed by, or the personnel or staff of, CHCM, CAI and/or CAHS, as measured by customer satisfaction surveys ("Customer Surveys"), the form and substance of which have been approved by CHCM, which approval shall not be unreasonably withheld, conducted (i) in accordance with all applicable BCBSNJ Policies and/or Performance Standards and (ii) by an independent Person specializing in the conduct of surveys, reasonably acceptable to and mutually agreed by BCBSNJ and CHCM (a "Survey Person"), or (b) a materially adverse series of responses or complaints received by BCBSNJ with respect to the Serviced Population regarding the quality of Services performed by, or the personnel or staff of, CHCM, CAI and/or CAHS.