Satysfakcja i lojalność klienta w konkurencyjnym otoczeniu

The author demonstrates that measuring of customer satisfaction in quality is a starting point for implementation of operation enhancements. However, the prerequisite here is proper methodology, i.e. the surveys must be done on a regular basis, their results must be announced to all the staff etc. If the conditions listed in the article are met, the customer satisfaction surveys may become the basis of adequate management of customer intelligence.