Complaints about the NHS used to disappear into a black hole of apathy and administrative chaos. But Respond, founded by Bill Blackmore and Dave Budenberg in 1991, designed an automated system for the NHS which logs and analyses customer complaints. Other clients include BMW and the New York Yankees baseball team. Sales at the Northamptonshire firm have risen 59% a year, from £1m in 1998 to £2.7m in 2000, when it made a loss.
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