Provides an input for the analysis of a Customer Service Management process. This measure is more appropriate when an organisation surveys its customers on a regular and frequent basis.

BPIR Categories

10.4.4 Manage internal information & knowledge sharing
8.2.2 Create an environment for empowerment/innovation
15.4.3 Work org/job classification/teams/communication
15.6.3 Design of products, services or processes

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