To improve customer satisfaction and engagement Donor Alliance (DAI), a US organ procurement organisation, assessed customer satisfaction, dissatisfaction, and engagement on an ongoing basis. Information gathered through formal surveys was analysed by senior leaders and the work system leaders, used to develop action plans and deployed to the appropriate staff and customers. DA determined customer…

BPIR Categories

1.1.1 Customer performance/satisfaction measurement
14.1.1 Design & deploy performance measurement system

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