The Customer referral rate at Don Chalmers Ford (DCF), a US Ford Motor Company franchise and winner of the 2016 Baldrige National Quality Award, was determined by responses to the survey question “I’m always telling others about my great experiences at Don Chalmers Ford” This provided DCF a measure of customer advocacy by recommending DCF…

BPIR Categories

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

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