Pal's Sudden Service, quick-serve restaurants in North-eastern Tennessee and South-western Virginia won the Malcolm Baldrige Quality Award in 2001: In customer satisfaction, including quality, speed, and customer feedback, Pal's is outperforming its primary competitor. For example, Pal's customer satisfaction figures for quality in 2001 are at 95.8% versus its best competitor's, which is at 84.1%. Pal's order handout speed has improved by over 30% since 1995, decreasing from 31 seconds to 20 ...

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