Common use of Survey Follow-up Clause in Contracts

Survey Follow-up. If the results of any satisfaction survey conducted pursuant to Section 11.6(a) (General) or 11.6(b) (Sears Conducted Surveys) indicate that the level of satisfaction with CSC’s performance is less than the level reasonably deemed appropriate by Sears, CSC shall promptly: (i) analyze and report on the cause of the management or end user dissatisfaction; (ii) develop an action plan to address and improve the level of satisfaction; (iii) present such plan to Sears for its review, comment and approval; and (iv) take reasonable action in accordance with the approved plan and as necessary to improve the level of satisfaction. CSC’s action plan shall specify the specific measures to be taken by CSC and the dates by which each such action shall be completed. Following implementation of such action plan, CSC shall conduct follow-up surveys with the affected Sears’ users and management to confirm that the cause of any dissatisfaction has been addressed and that the level of satisfaction has improved.