BI, a consulting company based in Minneapolis, Minnesota won the Malcolm Baldrige Quality Award in 1999:
BI has three approaches to track customer satisfaction: 1) the Transactional Customer Satisfaction Index (TCSI) to obtain immediate feedback; 2) an annual Relationship Customer Satisfaction Index (RCSI) to learn about specific attributes of customer satisfaction; and intent for repeat business; and 3) a competitive study to see how it performs relative to competitors....
BPIR Categories1.1.1 Customer performance/satisfaction measurement
2.1.1 Analyse & understand competition
14.2.3 Benchmark performance measures against competitors