The key indicator that customers were engaged with the Maintenance and Repair experience at Don Chalmers Ford (DCF), a US Ford Motor Company franchise and winner of the 2016 Baldrige National Quality Award, was the question “Customer Engagement (I really love DCF)” from the CVP survey. DCF was at market and national leadership with scores…

BPIR Categories

15.2.2 Customer retention/referral/relationship building
15.2.4 Service performance e.g. quality/delivery/value

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