In 1994, a survey was targeted at 100 chief executive officers and quality managers in Brazil's leading companies. The response rate was 84%. The sample firms comprised of 52.4% multinational and 47.6% local companies, 89.3 % of firms employed more than 500 people, and 73.8% of firms were from manufacturing industries. One of the results revealed that around two-thirds of respondent firms are conducting customer satisfaction surveys....

BPIR Categories

1.1.5 Conduct customer surveys

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