Measuring and analysing customer satisfaction : a case study at Nibag B.V.

This research was conducted based on the desire of Nibag B.V. to improve their business by providing high quality services. Providing high quality services will increase the satisfaction level of customers, which is a key success factor for every profit oriented organization (Dimistrades, 2006). Organizations should implement the ISO 9001:2008 standard in order to satisfy their customers (ISO_9000). In September 2010 Nibag became ISO 9001:2008 certified. In order to keep this certificate Nibag has to continuously improve their quality management system. One process of the ISO 9001:2008 standard is the ‘measurement, analysis and improvement of customer satisfaction’. Based on the desire of Nibag this research was conducted on the measurement of customer satisfaction. By measuring customer satisfaction Nibag knows how they perform and, based on this information, is able to improve their service quality and therefore preserve the ISO certification