A Case Study of Organization-Level Customer Satisfaction

Abstract

Despite ample study of the satisfaction of individual customers, little is yet known about organizational practices with respect to customer satisfaction. To encourage the development of further knowledge, this paper reports a case study of the development and evolution of a customer satisfaction program at a large US solid waste services corporation, Browning-Ferris Inc. The program was based on a sophisticated measurement system, and the implementation of the system is considered in some detail. The results obtained are traced over time to correspond to actions being taken to improve customer satisfaction. The institutional context presented in the case is helpful for identifying a number of interesting issues for future study.