The Singapore Ministry of Manpower (MOM), a government department responsible for manpower policy, employed a robust system to track and measure customer satisfaction in a comprehensive and timely manner. Besides Whole-of-Government (WOG) level indicators, MOM also used a variety of surveys and polls conducted at varying frequencies to gather timely customer feedback. This enabled MOM…

BPIR Categories

1.1.1 Customer performance/satisfaction measurement

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