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…

BPIR Categories

1.1.5 Conduct customer surveys

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