ED TEL, a 100% owned subsidiary of TELUS corporation, used customer satisfaction measurement (CSM) data to assess performance, assign priorities and allocate resources. CSM data were presented in quadrant maps to plot attributes about both the importance of the needs of the customer, and performance related thereto. Every employee could see relative importance against relative performance for attributes of most importance to customer satisfaction in every major segment. Pinpoint maps were used t...

BPIR Categories

3.2.1 Translate customer needs into product requirements
1.1.1 Customer performance/satisfaction measurement
1.3.1 Build customer relationships

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