To measure and determine customer satisfaction levels Teckwah Industrial Corporation, Singapore, a Printing & Packaging, Logistics and Value Chain Management Services company, winner of the 2011 Singapore Business Excellence Award, used direct and unsolicited forms of feedback. Direct determinants included: 1) Customer Satisfaction Index; 2) Feedback received from customers at Business Review sessions; 3) Face-to-face interviews with customers by third party consultants and Teckwah team. Unsolic...

BPIR Categories

1.1.1 Customer performance/satisfaction measurement

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