1. Copyright © Customer Carewords Ltd. Take action on what’s really annoying your customers Gerry McGovern info@customercarewords.com www.customercarewords.com

5. Copyright © Customer Carewords Ltd. Please choose the THREE factors from the list below that best describe your actual experience with the PMA website. Give a score of 3 to the factor which best describes your experience, 2 to the next best description, and then 1. Please give only one score of 3, 2 and 1. Leave the rest blank.

6. Copyright © Customer Carewords Ltd.

7. Voting spread

8. Customer Centric Index

9. Where to invest resources

10. Action priorities

11. Copyright © Customer Carewords Ltd. Category Analysis

12. Group

13. Group: Alumni

14. Group: Student

15. Group: Staff

16. Group: Considering

17. Copyright © Customer Carewords Ltd. League Table Analysis

18. Customer Centric Index: Group

20. Overall League Results (10)

21. Group: Current student (5)

22. Group: Faculty / Staff (3)

23. Group: Considering (5)