Policies govern the execution of a process. They provide a framework for process definition and implementation and should be consistent with business and technology strategies of the enterprise.

Policies must identify the types of surveys to be performed:

• End User Survey
• Executive Survey
• Specialized Survey
• Request for Service Survey

Policies must address the levels of customer that will be solicited for feedback:

• End user closed ticket call backs
• Informal main customer contact personnel
• Executive level formal survey and approval requirements
• Service Level recipients
• Request for Service initiators

Determine the clip level of customer positive feedback that is processed for recognition.
Standards provide templates and examples for use in developing surveys. They should be used where ever they exist.