To gauge customer satisfaction the City of Irving, a US local government organisation and winner of the 2012 Malcolm Baldrige National Quality Award, mailed an annual resident survey to randomly selected households across the city, and also made it available online. The city also administered more than 30 internal and external point-of-service surveys in various city departments to obtain customer feedback for continuous improvement in service delivery. Since 2006, the percentage of residents ra...

BPIR Categories

15.2.1 Customer satisfaction, accolades, awards
1.1.1 Customer performance/satisfaction measurement
1.1.5 Conduct customer surveys

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