O52 Do you have an issue escalation process and is it working well?

Score 0 if you do not have an issue escalation process of any kind.
Score 25 if you have an issue escalation process which is limited to reporting issues to the key relationship manager on either side.
Score 50 if you have an informal issue escalation process which is not written down.
Score 75 if you have an issue escalation process which is written down but not always followed by both sides.
Score 100 if you have an issue escalation process which is written down and always followed by both / all sides.

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