Satysfakcja klienta w polskich organizacjach w świetle badań ankietowych

The article sums up the results of surveys carried out in 2005 and covering 114 organisations. They showed that 85% of organisations follow a policy of on-going customer satisfaction surveys, while in 13.2 of them such surveys are only occasional. Only a single organisation declared they have never surveyed their customers. The common surveying methodologies are survey at customer's site (28%) and complaints analysis (22.2%).