Between 1997 and 2004 Park Place Lexus (PPL), a US luxury car dealership and winner of the 2005 Malcolm Baldrige National Quality Award (Small Business Sector), sustained high customer satisfaction performance, improved ratings, and exceeded the Lexus benchmark. Overall satisfaction measurement was a composite of both Sales and Service performance and loyalty satisfaction ratings with…

BPIR Categories

15.2.1 Customer satisfaction, accolades, awards

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