To compare its performance in delivering customer satisfaction, Freese and Nichols (F&N), a US provider of engineering and construction services, participated in an industry competitive survey in which respondents were asked to rate F&N as compared to its competitors. The benchmark was from an industry benchmark firm (IBF). The results showed that F&N client's perception of F&N was higher than the industry average, but lower than the 75th percentile for the participating companies. In 2009 respo...

BPIR Categories

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

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