A model of assessment for customers’ satisfaction in the Small and Medium Entreprises

In order for the companies to be successful in the market, they have to permanently focus their efforts towards better understanding and continuous meeting both current and potential needs and expectations of all their customers. Additionally, the organizations should identify the proper methods and instruments for measuring the customers’ level of satisfaction and for ensuring high loyalty of the important customers, but also for improving the customer relationship management system, both internally and externally, and developing partnerships with loyal customers. The paper addresses a model of assessment of customers’ satisfaction, applicable in any company that whishes to be successful and competitive in the market.