VeteRUN program for improving customer satisfaction: customers' evaluations are a true indicator of results

This article describes the VeteRUN program being promoted by the Leased Circuit Department to improve customer satisfaction (CS). The two main objectives of this program are to institute a regular system of giving customers progress reports concerning service provisioning and fault recovery and to reduce lead time. The results of this program are ascertained by conducting CS surveys in which customers are asked to evaluate the program.