(a) A provider agency must give clients the opportunity to complete a customer satisfaction survey at least once every 12 months.(b) The provider agency must use the results from the completed customer satisfaction surveys to establish benchmarks and to make necessary improvements identified through the surveys.(c) The provider agency must conduct monitoring at the food preparation site at least annually to document holding times, safe food temperatures, and quality of meals. The provider agency must provide a copy of the food preparation site monitoring results to the contract manager within five working days of the monitoring visit.(d) The provider agency must document all quality control measures and retain them in provider agency files according to the terms of the contract.