Mid-America Transplant Services (MTS), a US non-profit organ procurement organisation and winner of the 2015 Baldrige National Quality Award, collected VOC data through multiple listening, interaction and observation methods. VOC data was integrated into the Performance Management System (PMS) to ensure a more customer-focused culture. Data was segmented by multiple dimensions including: customer group or…

BPIR Categories

1.1.7 Review customer listening & learning methods
1.1.6 Analyse customer data

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