MidwayUSA (MW), a US Internet retailer and winner of the Baldrige National Quality Award in 2009 and 2015, managed customer complaints via its Incident Creation & Resolution and VOC processes. Input from Customers, gathered via phone, email or chat, was captured as an incident. Relevant incidents were combined with feedback gathered through Customer Satisfaction Surveys. All negative feedback was read and classified weekly. Complaints requiring follow up with Customers were designated as “acti...
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