The Nestle Purina Pet Care Company (NPPCC), a US based pet food and care products manufacturer and winner of the 2010 Malcolm Baldrige National Quality Award (Manufacturing Sector), measured satisfaction of its three customer groups, consumers, retailers and pets. For consumers, satisfaction was measured using the American Consumer Satisfaction Index, Quality Function Deployment and complaint…

BPIR Categories

1.1.1 Customer performance/satisfaction measurement

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