To determine customer requirements, needs, satisfaction and changing expectations at the City of Coral Springs, a US local authority and winner of the 2007 Malcolm Baldrige National Quality Award (Non Profit Sector), mainly relied upon annual Resident and Business Surveys. In-depth telephone interviews were conducted with more than 1,000 residents and 250 businesses The questions focussed on assessment of performance in relation to the City's Key Intended Outcome (KI0s). Responses provided valua...
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