In 1989, when a new president of Deck House Incorporated took over the home designer and builder in Acton, Massachusetts, USA, his first move was to conduct a customer survey. As a result of the survey, Deck House designed a new line of standardised homes and improved the quality of its service before, during, and after construction. In 1992, only about 25% of Deck Houses were custom-built, compared with 75% in 1991 and the time it took to process a piece of business was reduced from 549 days to...

BPIR Categories

1.1.5 Conduct customer surveys
1.2.1 Product strengths/weaknesses/opportunities/threats
1.2.2 Service strengths/weaknesses/opportunities/threats

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