The key indicator customers were engaged with New Vehicle Sales 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 of 87…

BPIR Categories

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

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