adnet Solution's Data on Customer Perception

Notes:

• If only the RED region is shown, this would indicate that our system has broken down. If the amber region is visible, then there is a significant amount of work to do. If most of the green LED is full, this is a satisfactory situation. Once the blue region has been entered, we are moving towards consistent customer delight.

Key to Indicators:

• External : What our customers think.
• Internal : How well we meet our own standards.
• Maturity : How well the above two match up.
• Quality: The overall level and consistency of customer satisfaction (the sum of the above three)

The trend over recent months appears to be somewhat variable. In September, for example, we received feedback from a customer who gave us 7 on 10 instead of the usual 8 or 9. Our aim, however, is to delight even the most discerning of customers.

adnet Solutions Average Overall Perception

Ratings are averaged over the past 12 months.

Criterion	Importance (0 - 10)	Rating (0 - 10)
Design	9.7		8.9
Correctness	9.6		7.8
Responsiveness	9.5		8.3
Performance	9.4		7.9
Images	9.2		8.5
Communication	8.7		8.5
Rankings	8.4		8.2
Expertise	8.2		8.2
Value for money	8.1		7.8
Training	7.8		8.0
Proactiveness	7.3		7.1

Key

• Design : The effectiveness with which the web site communicates the Customer business and its identity to users.
• Correctness : The accuracy of the website content and updates.
• Responsiveness : Speedy turnaround of website updates and problem/issue resolutions.
• Performance : The speed and reliability with which the website loads and works.
• Images : Quality and freshness of images.
• Communication : Quality and timeliness of dialogue with Customer and required third parties.
• Rankings : Volume of referrals from search engines and other media, and the availability & quality of website traffic figures.
• Expertise : Supplier knowledge of relevant specialist subject matter and ability to advise on presentation.
• Value for money : The acceptability of the initial price for the product and service received, and of annual costs (e.g. hosting, search engine submissions).
• Training : Training given by supplier following the delivery of a website/database.
• Proactiveness: Supplier initiative in making recommendations based upon the state-of-the art in technology, hardware, presentation, & analysis of statistics.