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"Chapter 8: We Think We Are Doing a Good Job, But What Do Our Customers Think?"
Author: Frowd, Andrew
Published In: Creating a Service Culture: Making the Customer Connection
Date: 2005

Describes his work at Queensland University of Technology developing a better customer service model and adopting the balanced scorecard approach to strategic planning.  Covers the process of using key performance indicators, benchmarking, customer satisfaction surveys, and collecting results in an annual report. Includes tables and customer service survey and  feedback forms.

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