CUSTOMER SATISFACTION REQUIREMENT. Siebel may, at its discretion, survey Customers to determine the level of Customer satisfaction with the Maintenance and Support Services and other services provided by Distributor Siebel shall reasonably determine after consultation with Distributor the questions to be asked in the survey and the measurement scale. If the results of the survey indicate a level of dissatisfaction with Distributor's Customers (e.g. a gap of more than 2 on a 10 point scale in any surveyed category where the gap represents the difference between the importance level to the customer and customer's satisfaction, then (i) Siebel will notify Distributor, (ii) the parties will work together to develop a improvement plan to improve Customer satisfaction. In the event Distributor Customer satisfaction levels fall substantially below Siebel's (i.e. where the difference in the gap is more than 2) for two consecutive calendar quarters after Distributor has received written notice of the deficiency, then Siebel shall have the option to terminate the Agreement for cause upon written notice to Distributor.
CUSTOMER SATISFACTION REQUIREMENT. Siebel may, at its discretion and expense and in reasonable intervals, survey Customers to determine the level of Customer satisfaction with the Maintenance and Support Services, if any, and other services provided by Distributor. In order to minimize any inconvenience to Customers, Siebel agrees to use reasonable efforts to conduct such surveys in coordination with surveys or audits conducted by Distributor. If the results of the survey indicate a level of dissatisfaction with Distributor's Customers (e.g., a gap of more than 2 on a 10 point scale in any surveyed category where the gap represents the difference between the importance level to the customer and customer's satisfaction), then (i) Siebel will notify Distributor, and (ii) the parties will work together to develop a improvement plan to improve Customer satisfaction. Should Distributor fail to improve the level of Customer satisfaction for the then current calendar quarter and the quarterly average of the gap for any surveyed category is more than 2, Siebel may elect to immediately terminate Distributor's right to continue to provide Maintenance and Support Services to its Customers.
CUSTOMER SATISFACTION REQUIREMENT. Siebel may, at its discretion and only through ST or a third party, survey Customers to determine the level of Customer satisfaction with the Licensed Software and the Maintenance and Support Services and other services provided by ST. It is understood and agreed that Siebel will provide ST in advance the questions contained in such surveys and ST will designate the appropriate contacts at the Customers for such surveys. If the results of the survey indicate a level of dissatisfaction with ST's Customers (e.g., a gap of more than 2 on a 10 point scale in any surveyed category where the gap represents the difference between the importance level to the customer and customer's satisfaction), then (i) Siebel will notify ST, and (ii) the parties will work together to develop an improvement plan for both parties to improve Customer satisfaction. The parties shall use commercially reasonable means to implement such improvement plan in accordance with its terms.
