Bristol Tennessee Essential Services (BTES), a US utilities plus company and 2017 Baldrige National Quality Award recipient, employed several ways to assess customer satisfaction. Many of the methods allowed for immediate, actionable information for analysis that was used for process improvement (figure 3.1-1) or input into the Strategic Planning Process. Among other methods, BTES had…

BPIR Categories

1.1.1 Customer performance/satisfaction measurement

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