The organisation should collect and analyse what customers think about the overall experience it gives, the culture and commitment of its people, its brand and reputation including social and environmental performance, the products, services and solutions it offers, its use of innovation and technology, delivery and after-sales support across channels, and how well its communication works. It should use these results to confirm how well it fulfils its purpose and strategy, to anticipate future performance, to shape its direction, and to build on strengths while pinpointing where improvement or transformation is needed.
The graph holds this control, the 0 it maps to, and the evidence behind each claim, over MCP and REST.