The ArchiMate example describes the assessments of driver Customer satisfaction and the sub-concern Helpdesk support. In this case, all assessments represent weaknesses. Concerning Customer satisfaction in general, customers complain and even leave ArchiSurance. The assessment Complaining customers is further detailed and divided into four complaints: the lack of insight into the status of a claim, the inconvenient way of submitting claims, the lack of insight into the customer’s portfolio, and the inconsistency and incompleteness of customer information. Concerning Helpdesk support in particular, customers experience long waiting queues and high service times.
