Feedback from the customers is one of the most accurate indicators forecasting the organizational success. Customer satisfaction surveys and loyalty research are a form of customer feedback. As a strategic indicator, the customer satisfaction shows:

• Why our customers are with us
• How we can improve ourselves
• How likely the customer would continue cooperating with us
• How likely the customer recommends us to their friends

Customer satisfaction is an indicator to describe how the product or service is perceived by the customer and how it meets the expectations.

Monitoring the customer satisfaction trends over time provides us correlations between changes in organization and in the customer satisfaction index.

Customer satisfaction is the foundation of every finance decision giving us the direction where to invest our time and resources.