To obtain customer feedback, MidwayUSA (MW), a US Internet retailer and winner of the Baldrige National Quality Award in 2009 and 2015, used different types of Customer Satisfaction Surveys (CSS), and a Market Research process, which included sales, market share analysis and information gathered from Supplier/Partners. Customers were asked to provide feedback via the CSS,…

BPIR Categories

1.1.5 Conduct customer surveys
1.1.7 Review customer listening & learning methods

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