Definition: "Excellent organisations comprehensively measure and achieve outstanding results with respect to their customers"
Copyright EFQM 1999. The EFQM Model is a Registered Trademark.

There are just TWO sub criterion parts associated with the Customer Results criterion. These are:

6a. Perception Measures
6b. Performance Indicators

Perception measures are those gained directly from customers based on their experiences with the service or product. These measures will cover much the same issues as the "Indicators", but it will be based on what the customer thinks of the service, or perceives it to be, irrespective of internal measures. Ideally the results from two measurement sub criterion will reinforce each other, but if they are counter indicative then this will naturally require some investigation. It is an oft repeated lore of customer service that whatever a business might be doing internally if its customers perceive poor service or products then they will go elsewhere.

Internal indicators of customer results are those that can be determined statistically, and will probably be viewed as more tangible measures. These will be used to predict the service perceptions of customers.