Baxter Woodlands uses Multi-Pronged Approaches to determine customer satisfaction level as shown in process mechanism for Figure 6.3a(i).
Annual Customer Satisfaction Survey, Customer Visit, complaint and compliment data are used to determine customer satisfaction. The feedback we receive from these surveys will help us determine the level of satisfaction from the various groups of customers and market segments and guide us through our implementation of key processes to improve customer satisfaction level towards delighting customers.