To determine customer satisfaction Don Chalmers Ford (DCF), a US Ford Motor Company franchise and winner of the 2016 Baldrige National Quality Award, used multiple approaches including third-party follow-up systems and FMC surveys. Satisfaction for New Vehicle Sales and Maintenance and Repair was determined through FMC’s Customer Viewpoint (CVP) survey which provided a Customer Experience…

BPIR Categories

1.1.1 Customer performance/satisfaction measurement

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