Customer Loyalty Strategic Intent: Explore new customer acquisition targets and to improve their overall customer retention strategy using a Customer Satisfaction Index and Net Promoter Score. Profile/Situation: A government agency comprised of separate business units exist under 22 functional areas including e-commerce, financial services, IT/network services, purchasing and transportation/travel Client required a fresh approach to concentrate on key drivers of customer loyalty Client required a comprehensive research program to provide a better understanding of their customers’ perception of business offerings Objectives of the study include: the development and refinement of corporate-level performance benchmarks across the business units, the full enterprise and competitive markets wit

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