To reinforce customer orientation on a day-to-day basis, a growing number of companies
choose customer satisfaction as their main performance indicator. However, customer
satisfaction must be translated into a number of measurable parameters directly linked to several
aspects of a company’s products/services or else it will remain an abstract and intangible notion.
Measurement will provide the analysts with the highest and lowest performance indicators,
pointing out the leverage opportunities and the weaknesses of the company. ...