Bristol Tennessee Essential Services (BTES), a US utilities plus company and 2017 Baldrige National Quality Award recipient, surveyed customers at different stages of the customer life cycle. To determine satisfaction levels and quality of service, customers were surveyed following the installation of their fibre services, following the installation of a heat pump financed through BTES…

BPIR Categories

1.1.3 Design customer surveys
1.1.5 Conduct customer surveys

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