Customers	Strength Examples	Opportunity For Improvement Examples	Rational & Resolution
How does the organization listen to, interact with, and observe customers to obtain actionable information?

3.1 Voice of the Customer 3.1a Customer Listening 3.1a(1) GG listens and interacts with customers using the multiple two-way communication mechanisms listed in Figure 1.1-2. We observe dealers to obtain actionable information during Action Plan Team meetings. For example, an AP owner working on a self-driving mower obtained information on new technology. Figure 3.1-1 shows how listening methods vary by market segments and customer groups (see additional listening methods in Figure 1.1-2). Dealers and end-users use the GATE portal to communicate customer issues, complaints, concerns, and accolades concern- ing our products. The SLT uses GATE information to obtain, investigate, and answer dealer complaints related to quality problems. Listening methods vary across the customer life cycle (see Figure 3.1-2). The dealer feedback focus is on the quality of products, customer support, and transactions. For example, listening and learning from our dealers have resulted in hydraulic lever indicator and tire quality improvements, among others. 3.1a(2) Gateway uses the product blueprint and national account processes to listen to former and potential customers, as well as customers of competitors. 3.1 Voice of the Customer 3.1a Customer Listening 3.1a(1) GG listens and interacts with customers using the multiple two-way communication mechanisms listed in Figure 1.1-2. We observe dealers to obtain actionable information during Action Plan Team meetings. For example, an AP owner working on a self-driving mower obtained information on new technology. Figure 3.1-1 shows how listening methods vary by market segments and customer groups (see additional listening methods in Figure 1.1-2). Dealers and end-users use the GATE portal to communicate customer issues, complaints, concerns, and accolades concern- ing our products. The SLT uses GATE information to obtain, investigate, and answer dealer complaints related to quality problems. Listening methods vary across the customer life cycle (see Figure 3.1-2). The dealer feedback focus is on the quality of products, customer support, and transactions. For example, listening and learning from our dealers have resulted in hydraulic lever indicator and tire quality improvements, among others. 3.1a(2) Gateway uses the product blueprint and national account processes to listen to former and potential customers, as well as customers of competitors