BI, a consulting company based in Minneapolis, Minnesota won the Malcolm Baldrige Quality Award in 1999: The relational customer satisfaction index, or RCSI, offers another window on how customers respond to BI’s products and services. Customers are asked annually to rate specific attributes of BI and to identify areas for improvement, the likelihood of repeat business, and overall satisfaction. BI also funds an annual competitive study conducted by an independent research firm. Consisting of...

BPIR Categories

1.1.1 Customer performance/satisfaction measurement
1.2.1 Product strengths/weaknesses/opportunities/threats

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