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Impro

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Submitted By Artcie1723
Words 786
Pages 4
A research study improving customer satisfaction
Roxie Carter
Res/351
June 30, 2014
Bob Strong

This case study involves development and evolution of a customer satisfaction measurement program at Browning Ferris Inc. BFI became a primary supplier in the North American solid waste industry. The observation for customer satisfaction became relevant when William Ruckelshaus was hired as the new CEO of BFI. William immediately recognize a need to improve customer focus relationship within the organization. He began implementing a plan to collect data to review details about customer quality.

Identify the research problem
William Ruckelsahaus realize there was an area of opportunity for BFI to increase their customer satisfaction rates. William started addressing the problem and hired the author of this case study who has worked as a technical consultant for the company to gather resourceful information. The employee utilized several key components to observe what challenges arouse and why customers felt dissatisfied with BFI services. He began first reviewing reports within the company. He research involved attending staff meeting, analyzing internal data, and interviewing corporate officers. The responses provided from each party answered the following questions. How and where does focus on customer satisfaction begin in an organization? What roles does measurement play in a customer satisfaction program? What is needed to implement customer satisfaction? How does a customer satisfaction program evolve within company? How do customer satisfaction data come to be effectively used? (Westbrook, 2002).
The evidence presented from the research, founded the customer satisfaction council. The council was created to identify means of reducing customer losses. Among its key recommendations was developing a more accurate and comprehensive customer

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