b. Determination of Customer Satisfaction &
Engagement
(1) NPPC uses a wide variety of methods and metrics for
measuring satisfaction with all three of our customer
groups. Table 3.2.2 lists some of the major measures
of satisfaction.
Of the pet measures, both nutrition and palatability
are extremely important measures. For retail customers,
our Monitor Customer Satisfaction Index (MCSI)
is our most critical measure. This survey measures
key drivers of customer satisfaction.