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BALDRIGE AWARD WINNING QUALITY
relationships with their corporate clients, the pressure to switch to i-phone was strong
and many switched suppliers.
Current Satisfaction Levels
A big factor in assessing the strength of your engagement with customers is their current
satisfaction level with A big factor in assessing the strength of your engagement with
customers is their current satisfaction level with your product, service and rm. As you
know from reading other chapters, I am not a big fan of surveys for reasons already
expressed. However, you do need a way of gauging customer’s opinions and perceptions.
Net Promoter score that I explained ...