One means of determining customer satisfaction at the Studer Group (SG), a US healthcare consulting firm and winner of the 2010 Malcolm Baldrige National Quality Award (Small Business Sector), was the level of customer dissatisfaction. Dissatisfaction was determined via an annual survey of senior leaders in partner organisations (SLS), requests for coaching refunds, partner requested coach transitions, "hot" surveys, event evaluations, the SG Renewal Process and direct feedback from coaches. SG ...

BPIR Categories

1.1.1 Customer performance/satisfaction measurement

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