Customer satisfaction is a vital factor for the success of a company. In these days of rising customer demands and fierce competitive pressure, you have to stand out if you want to keep your customers enthusiastic. Customer satisfaction depends on product quality, delivery reliability and price-performance ratio, and also on services, staff friendliness, telephone accessibility and reliability of statements and value propositions. If complaints arise, obligingness and complaint management are assessed. To remain in business, suppliers must be partners who deliver measurable excellence.