Customer Satisfaction Measurement – results from an award winning organisation

Between 2000 and 2003 the Central Provident Fund Board (CPF), provider of Singapore’s social security savings plan and winner of the 2004 Singapore Quality Award, improved its customer service performance as follows: 1. Percentage of External Compliments Per Customer Contact rose from 7.73 to 18.9. 2. Percentage of External Complaints for every 10,000 customer contacts…

BPIR Categories

1.1.1 Customer performance/satisfaction measurement
15.2.1 Customer satisfaction, accolades, awards
15.2.3 Product performance e.g. quality/delivery/value
15.2.4 Service performance e.g. quality/delivery/value
15.6.8 After-sales service/warranties/customer complaints