An orthopedic group in Virginia has decided to conduct a survey of referral physicians. The results, which are posted on the groups website, indicate...

An orthopedic group in Virginia has decided to conduct a survey of referral physicians. The results, which are posted on the groups website, indicate the level of customer satisfaction. The group has also posted comments that some of the physicians wrote in the surveys. What is this group doing in terms of attempting to recognize the customer contact process?