Surveys include several questions used to verify the deployment of key support mechanisms. Gaps in communications
deployment are identified and corrected during the SPS. For example, survey responses in 2009 that were reviewed during
the SPS identified that a popular browser was only partially supported by LargeGrade (BCS’s student information system,
which includes online dynamic report cards). The action plan established during the related SPS IIE process resulted in
changes to fully support all popular browsers. In 2011, surveys revealed the differentiation of support requirements for different families, which was addressed using the Segmentation Process and IIE. The customer segments with varied support requirements were identified as tech-savvy or paper-preferring and families seeking traditional instruction or seeking online independent-study alternatives.