The Customer Satisfaction category examines your performance from the customer's perspective. Each of your products can earn points if it meets three criteria:

• It must be available for sale for at least 12 months (new products introduced during the year are not eligible).
• It must sell 50 thousand units during the year.
• It cannot stock out. However, if the product's plant is running at maximum utilization (a complete second shift) the stock out rule is waived. (There are times when a competitor's unforeseen actions could cause capacity shortages.)
• Its December Customer Survey score must be 30 or more. All products that sell at least one unit during the year are considered. If the company has five products that sold at least one unit, then each product can contribute 20 points. If it has eight products making sales, each product can contribute 12.5 points.

Since some products make sales in two or more segments, the algorithm produces a weighted average. For example, if a product sold 900 units in Traditional with a score of 40, and 100 units in High End with a score of 10, the weighted average would be:

(900*40 + 100*10) / 1000 = 37

A product’s December Customer Survey Score is developed using marketing’s "4 P’s"

• Product
• Price
• Promotion
• Place