Customer Satisfaction and Competitiveness on the Market 2009-01-0887

The term and concepts of customer satisfaction have been used by companies and organizations for many years, but have become especially important in the last 10 years. This is associated with increased competition between companies for the market share and the possibilities for increasing sales volume. Customer satisfaction relates to many different areas: design and manufacturing, service, insurance, military, repair, banking, medical, brokerage, food, chemical, pharmaceutical, telecommunications, as well as others. Customer satisfaction is an important, but inadequately developed, component of Quality System. Its importance is reflected more and more in requirements to a company’s quality system. These general requirements are seen in standards [1], [2], and guides. There are many publications which relate to this field [5], [6], [7], [8], [9].

But most publications describe customer satisfaction in a general way, and do not show the results of research work (methodology). They do not provide recommendations and suggestions for practical use and application of the information.

This technical paper describes solutions and presents the methodology of Customer Satisfaction in practical examples with step-by-step analysis. The process begins with planning, formation and use of a questionnaire, and concluding with methodology of analysis and definitions of the necessary actions for improving weak results.