The UUS Veterans Affairs Clinical Research Pharmacy(VACSP), a US government clinical trials agency, measured customer dissatisfaction through complaints and through the percent of customers dissatisfied as measured by customer feedback. A focus on complaint management resulted in a dramatic reduction in customer complaints. Between 2001 and 2006 VACSP reduced customer complaints by 64% against the 2005 Baldrige National Quality Award winner who achieved a 58% reduction over the same period. VAC...

BPIR Categories

15.2.1 Customer satisfaction, accolades, awards
15.2.4 Service performance e.g. quality/delivery/value

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