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BALDRIGE AWARD WINNING QUALITY
number of things he didn’t like about his Flex. The bottom line, though, is that he bought
another one. The amount of repeat business an organization receives is one of the best
indicators of customer satisfaction. (Unless you’re the only game in town. If you live in
Butte, Montana, for example, there may be only one car dealer who exclusively sells or
services Mercedes.)
Market share can be an indicator of customer satisfaction, but it is not a good one.
Marketshare is inuenced by too many extraneous factors such as competition,
advertising, and pricing. In this Area to Address, the examiners are looking f ...