Customer Satisfaction



A well defined customer satisfaction strategy is essential to create and maintain mutually beneficial business relationships.



Customer - is a company or client that provides compensation for the products and services produced or delivered by you



Customer Satisfaction – is the customer’s perception to what extend set of implicit and explicit requirements have been met. It is a neutral feeling, which may or may not translate into real bottom – line benefits. Meeting customers’ expectations or even exceeding them may not always ensure loyalty.



Customer Loyalty – is more than a feeling. It is a set of behaviours that produce benefits (revenue). It means that the client wants and prefers to do business with us next time and we are his “detailer” of choice.



Requirements – need or expectation that is stated, generally implied or obligatory