To measure customer satisfaction, Medrad Inc, a US manufacturer of high tech medical devices and winner of the 2010 Malcolm Baldrige National Quality Award (Manufacturing Sector), designed and improved customer satisfaction surveys based on customer feedback gathered from users of the survey results and through various listening posts. The process was deployed to all major regions, markets and partners and aligned with the Sales Process. Three types of surveys covered key customer groups and mar...

BPIR Categories

1.1.5 Conduct customer surveys
10.2.2 Acquire & collect information/knowledge (big data)

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