To identify customer needs and ensure service programmes met or exceeded them the City of Coral Springs, a US local authority and winner of the 2007 Malcolm Baldrige National Quality Award (Non Profit Sector), used information from listening and learning mechanisms to segment customers. City residents were segmented by owners/renters, length of residence, location/"slice" of residence, children/no children at home, and ethnicity. Businesses were segmented by type, size, and location. This segmen...
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