To determine customer satisfaction the Army Armament Research, Development and Engineering Centre (ARDEC), a US military research and manufacturing facility and winner of the 2007 Malcolm Baldrige National Quality Award (Non Profit Sector), used a web-based quarterly Customer Survey Process which provided ARDEC with over 1,500 unique numeric data points and over 60 text pages of comments each quarter. Which was analysed and integrated into strategic planning. The survey process consisted of 9 st...

BPIR Categories

1.1.1 Customer performance/satisfaction measurement
1.1.5 Conduct customer surveys

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