Tag Archives: ACSI

How to Delight Your Customers (aka “Guests”)

 Posted by Pamela Wong Business has been challenging for the fast food and restaurant industry. These establishments have had several difficult quarters, according to the most recent data compiled by the American Customer Satisfaction Index™ (ACSI). In 2008 and 2009, … Continue reading

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I Am Here for the Customer

Posted by Harry Hertz, the Baldrige Cheermudgeon One of my earliest recollections in the Baldrige Program was our annual Quest for Excellence conference in the spring of 1992, when the CEO of Solectron (a 1991 Award recipient) was speaking at … Continue reading

Posted in Award Recipients, Baldrige Excellence Framework (Criteria) | Tagged , | 6 Comments

With All the Attention to Health Care, What Happened?

Posted by Harry Hertz, the Baldrige Cheermudgeon The word is out on customer satisfaction for the first quarter of 2010. According to the American Customer Satisfaction Index almost every industry improved. But, the overall result was flat because of a … Continue reading

Posted in Award Recipients, Baldrige Excellence Framework (Criteria) | Tagged , , , , , | 4 Comments