Customer satisfaction is at the heart of the Pennsylvania Quality Initiative (PQI), which was created in 1994 to build a more effective partnership among all the stakeholders involved in the process of designing, building, operating, and maintaining Pennsylvania's highway system. PQI's charter, mission statement, and mission statement all emphasize the importance of customer satisfaction and the need to understand customers' expectations, and one of its eight standing subcommittees is mandated to focus on customer service. As an initial step in pursuing this mandate, PQI commissioned a research effort intended to synthesize the 'voice of the customer' as it has been registered to date, and to develop an agenda for further market research that might be needed to better gauge motorists' satisfaction, expectations, concerns, and priorities regarding Pennsylvania highways.
Pennsylvania Quality Initiative; A Synthesis of Customer Satisfaction and Additional Research Needs
1999
54 pages
Report
Keine Angabe
Englisch
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