Abstract:

This paper deals with "Satisfied Clients", a methodology for the measurement and improvement of client satisfaction. This methodology has been developed by Stork NV, the Netherlands, and has been applied with success at different Stork companies. The quality measurement provides a realistic picture of what clients really think and the results are seen within the operating company as providing more clarity and insight. The experience with the survey, so fare, is that there is tendency within a company to have a far more rose-tinted view of matters than can be justified on the basis of clients' expressed opinions.