Using the Baldrige Criteria as the guide, the AARP, US-based interest group for the elderly, implemented a Voice of the Customer (VOC) programme as a customer feedback loop for all programmes and for volunteers that served in the programmes. The VOC feedback provided AARP with actionable information feedback that enabled AARP to take in what…

BPIR Categories

1.1.7 Review customer listening & learning methods
14.1.5 Analyse performance data.

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