On the Mark

Abstract:MidWayUSA aims to become the “best-run business in America for the benefit of its customers” by focusing on customer and employee satisfaction. In recognition of its efforts, the family-owned catalog and internet business that supplies hunters and gun enthusiasts received a 2009 Malcolm Baldrige National Quality Award. Additionally, MidWay became ISO 9001:2000 certified in 2008. The company’s customer satisfaction rate is near 95% and employee turnover is low. The company’s goals are to receive the Baldrige award every five years and the Missouri Quality Award every three …

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Wow. I am really impressed with the customer satisfaction ratings. They have already obtained customer ratings for 2011 and 2012 - see figure 1.
--Dennis Sowards, 08-13-2010


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