Customer loyalty research at AtlantiCare (AC), a US not-for-profit health system, employed a variety of methodologies and research tools to monitor the level of customer loyalty and engagement. Primary methodologies were telephonic surveys and paper surveys. Focus groups and comment cards were also utilised. Quarterly Customer Loyalty surveys captured feedback from customers when they did not rate a service process as excellent or very good by asking the follow-up question of "Why did you not ra...

BPIR Categories

1.1.1 Customer performance/satisfaction measurement
1.3.1 Build customer relationships

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