To determine customer satisfaction/dissatisfaction, MidwayUSA (MW), a US Internet retailer and winner of the Baldrige National Quality Award in 2009 and 2015, conducted a series of Customer Satisfaction Surveys (CSS) and results were aligned with Customer Key Requirements (CKR) and segmented by Customer group. Post-order surveys collected satisfaction information immediately after the completion of a sale; Post-fulfilment surveys collected satisfaction information after the order was delivered;...

BPIR Categories

1.1.1 Customer performance/satisfaction measurement

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