To measure customer satisfaction and engagement Schneck Medical Centre (SMC), a US nonprofit medical centre and winner of the 2011 Malcolm Baldrige National Quality Award, analysed quantitative and qualitative information, primarily from Press Ganey Agency (PGA) customer surveys. Sampling followed a methodology protocol in all customer segments and focus areas. Reports included mean scores, percentile…

BPIR Categories

1.1.1 Customer performance/satisfaction measurement

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