Customer-Driven Quality Service
LEARN FROM OTHER'S WORK
If you want your customers to drive your business, learn from what others have done.
IMPORTANCE, EXPECTATIONS AND SATISFACTION
Utilities, in particular, were rewarded by their state regulators for achieving high levels of customer satisfaction. Florida Power & Light shared much of its methodology for comparing areas of customer importance vs. satisfaction. We expanded the research dimension of customer expectations for our utility clients. One of them, National Fuel, invested in four years of research with us to develop their "In the Service of Others" quality service program conceived by (now retired) CEO, Bernie Kennedy.
STRUCTURE YOUR PROGRAM
Once you've committed to a quality service program:
AUTOMATE YOUR PROCESS
CONTACT US to help make your research the key to your company's future.
Copyright VanAmburg Group, Inc.
Updated November 4, 2008
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