Introduction Customer satisfaction depends upon a product’s performance in relation to a buyer’s expectations. If the product’s performance falls short of expectations, the customer will be dissatisfied. However, if the performance matches or exceeds expectations, the customer will be delighted.  For companies with a broad customer base, customer satisfaction is both a goal and a major factor in influencing company performance. This case study focuses on BUPA, the independent health and care company and market leader in the health care industry. It illustrates how BUPA…

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