Formal Customer Feedback System at award winning civil defence force

To create value and superior experiences for customers, Singapore’s Civil Defence Force utilised an Integrated Customer Management Framework covering 1) Determining and Anticipating Customer Requirements; 2) Engaging and Enhancing Customer Experience; 3) Determining and Improving Customer Satisfaction. The framework included key features such as an automated consolidation of feedback through multiple access points, routing, tracking,…

BPIR Categories

2.2.1 Obtain stakeholder input into strategy formulation
1.1.2 Develop customer interview/focus group approach