Customer satisfaction has become an integral component of ISO 9001:2000 and the
new mantra for 21st century business. In a recently published article a market
intelligence manager of Lloyd's Register Quality Assurance explains how
customers’ opinions can be used to improve service levels and define strategy.
The target ist to match customer expectations with their actual experience, as
well as prioritising what is important to the market. This helps to
continually improve the service delivery process as well as focusing on the
operational issues of most importance to customers.
AplusA-online.de - Source: Lloyd's Register Quality Assurance