Reports on the Royal Mail′s ′Customer First′ TQM process, where service quality is based on the needs of both external and internal customers. Describes how their performance measurement system ‐ the Customer Perception Index (CPI) ‐ was designed and how its results are used. Concludes that the flexibility of the CPI is its most important feature and that measurement systems have to evolve in order to remain useful.
Brown, D. and Banks, R. (1991), "Stamp of Quality", Managing Service Quality: An International Journal, Vol. 1 No. 6, pp. 339-341. https://doi.org/10.1108/09604529110028896
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