The US Veterans Affairs CSP Clinical Research Pharmacy Coordinating Centre (VACSP), a clinical trial management organisation and winner of the 2009 Malcolm Baldrige National Quality Award (Non-Profit Sector), measured customer satisfaction with a customer feedback tool. The tool was used at every annual clinical trial meeting where project directors gathered customer satisfaction feedback from all study team participants. The target was to achieve top two box ratings on a five-point scale (betwe...

BPIR Categories

1.1.1 Customer performance/satisfaction measurement

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