To acquire actionable product/customer data, Concordia Publishing House (CPH), a US religious publisher and winner of the 2011 Malcolm Baldrige National Quality Award, developed a software programme that sent e-mail surveys to customers within 10 days of product purchase. Customers could advise product and service satisfaction / dissatisfaction, preferred communication methods, future purchase intent data,…

BPIR Categories

1.1.3 Design customer surveys
1.1.1 Customer performance/satisfaction measurement

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