To determine customer satisfaction, Raffles Institute (RI), a prestigious school in Singapore and winner 2011 Singapore Business Excellence Award, measured performance over three stages of the life of customers experience of the school. Admissions stage: At this stage, customer satisfaction was measured through applicant and admission numbers. School experience stage: Here RI utilised listening channels and touchpoints to gather input on customer satisfaction, including student dialogue sessions...

BPIR Categories

1.1.1 Customer performance/satisfaction measurement

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