To learn from and listen to customers the US Veterans Affairs Clinical Research Pharmacy Coordinating Centre (VACSP), a clinical trials organisation used mutiple methods including feedback from clinical trial studies, information from prospective suppliers and customers, and the tracking of customer complaints and retained customers. Early stage work on each clinical trial relied on "voice-of-the-customer"…

BPIR Categories

1.1.1 Customer performance/satisfaction measurement
1.1.7 Review customer listening & learning methods
1.3.1 Build customer relationships

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