ABSTRACT
Customers are people who differ in their perceptions as to whether the transaction has been satisfactory. Information relating to customer perception is any meaningful data from which a judgement can be made about customer satisfaction and would include compliments, complaints, sales statistics, and survey results. The primary purpose of the management system is to enable the organization to achieve its objectives, one of which will be the creation and retention of satisfied customers. The self-completion form relies on responses to questionnaires and seeks to establish customer opinion on several topics ranging from specific products and services to general perceptions about the organization. The self-completion form relies on responses to questionnaires and seeks to establish customer opinion on several topics ranging from specific products and services to general perceptions about the organization. A customer satisfaction index that is derived from data from an independent source would indeed be more objective.
