This process group covers judging how well customer service is performing and what customers think of it. It includes gathering feedback on how problems, requests and inquiries were handled, on complaint handling and resolution, and on products and services after sale, then analysing that data to find improvements and passing insights back to product, marketing and manufacturing teams. It also covers measuring warranty performance, monitoring warranty metrics, seeking ways to cut warranty waste, investigating fraudulent claims, and reviewing how recalls performed.
The graph holds this control, the 0 it maps to, and the evidence behind each claim, over MCP and REST.