Organizations are increasingly interested in retaining existing customers while targeting non-customers measuring customer satisfaction provides an indication of how successful the organization is at providing services to the marketplace.

Customer satisfaction is an ambiguous and abstract concept and the actual manifestation of the state of satisfaction will vary from person to person and service to service. The state of satisfaction depends on a number of both psychological and physical variables which correlate with satisfaction behaviors such as return and recommend rate. The level of satisfaction can also vary depending on other options the customer may have and other products against which the customer can compare the organization's products.

Published standards exist to help organizations develop their current levels of customer satisfaction. We enables organizations to focus their attention on delivering excellence in the management of customer service, At the same time we focus an organization’s attention on delivering increased customer satisfaction by helping the organization through a Service Quality Model