BI, a consulting company based in Minneapolis, Minnesota won the Malcolm Baldrige Quality Award in 1999: BI’s transactional customer satisfaction index (TCSI) is a quick way for account managers and others to assess organisational performance. BI has consistently outperformed its two key competitors for the last three years. Last year, BI’s TCSI results were 8.5 on a 10-point scale for overall satisfaction compared with competitor ratings of 7.9 and 7.6. Other results included 8.1 for on-t...
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