MidwayUSA (MW), a US Internet retailer and winner of the Baldrige National Quality Award in 2009 and 2015 measured customer dissatisfaction as the percent of negative comments received through Customer Satisfaction Surveys. Results revealed excellent performance levels and a positive trend sustained over time. Against its goals of 3.9% in 2013, 3.8% in 2014 and 3.7% in 2015, MW achieved 3.9%, 3.8% and 4.05% respectively. Because the measure was not used by other organisations, a benchmark was un...

BPIR Categories

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

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