To ensure the voice of the customer was heard, Don Chalmers Ford (DCF), a US Ford Motor Company franchise and winner of the 2016 Baldrige National Quality Award, listened to current customer groups and segments through listening methods such as Face to Face contact, Two-way call, texts and emails, surveys and outreach events, etc. Through…

BPIR Categories

1.1.7 Review customer listening & learning methods
1.3.2 Determine & provide customer contact mechanisms

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