Freese and Nichols (F&N), a US provider of engineering, architecture, environmental science, planning and construction services made extensive use of Customer Surveys to determine customer satisfaction and engagement. Surveys were based on industry practice and client feedback. Client satisfaction surveys were conducted at the midpoint of around 800 active projects per annum, and at project completions. The survey contained questions about how well client requirements on the current project wer...

BPIR Categories

1.1.5 Conduct customer surveys

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