This part of the Ettinger is referring to thirteen paragraphs of the Ettinger Metric. This metric is a way of measuring and evaluating the state of service within an organization, based on the customer’s experience. The thirteen points are: quality of service, speed of service, consistency of service, reliability of service, availability of service, accessibility of service, cost of service, flexibility of service, responsiveness of service, technical knowledge of service personnel, friendliness of service personnel, politeness of service personnel, and overall satisfaction of service.