Customer Satisfaction Management
Article Index
Customer Satisfaction Management
Expert Opinion
Survey and Research
Example Cases
Measure and Evaluate
Summary of Best Practices
Words of Wisdom


Customer satisfaction management is a basic and constant requirement for any organisation, whether it be private or public. Satisfied customers lead to repeat purchases or referrals, and are an indicator for public institutions that public funds are well-spent. Customer satisfaction is an important aspect of both strategic and operational planning, and is an integral part of marketing and quality improvement initiatives. The measurement of customer satisfaction is an ongoing requirement. It is needed to assess an organisation’s performance adequately, so that continual improvements can be made.

The techniques and case studies mentioned or summarised in this article may be found in greater detail at, together with the full text of most of the articles and reports cited in the following reference list. The BPIR Management Brief is a monthly publication delivered as one of the many membership benefits of the Business Performance Improvement Resource (BPIR). To enquire about upcoming Management Brief topics or BPIR membership, email This e-mail address is being protected from spam bots, you need JavaScript enabled to view it or visit the homepage at


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