A US railroad that specialised in moving freight for industrial and agricultural customers had adopted a measurement strategy defined by the IABC Research Foundation's Excellence study: excellent organisations build relationships through symmetrical communication and relationships are built on satisfaction and based on trust. Whilst 20% of the company’s customers provided over 80% of revenues, the company had never conducted assessments of what its customers, or employees, thought and felt ab...

BPIR Categories

1.1.1 Customer performance/satisfaction measurement
1.1.3 Design customer surveys
1.2.2 Service strengths/weaknesses/opportunities/threats

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