Customer satisfaction investigation in management quality system of native industrial enterprises

Abstract

The article observes the issue of customer satisfaction evaluation of industrial enterprises. Authors observes the analysis of existing approaches to the study of the problem, the methods of calculation of Satisfaction Index, used by Russian industrial companies, their shortcomings. The authors introduces the technique of customer satisfaction assessment The feature of this approach is the use of subjective evaluation reflecting the clients’ perception of the quality. The results of testing approach demonstrated the practical importance of the technique applied and the efficiency of its use.