Methodological Aspects of the Study of Customer Satisfaction

Under conditions of dynamic market changes more and more companies seek to win the loyalty of their customers. One of the main factors, which determines the desire of customers to be involved in a long-term relationship with a particular supplier is the level of their satisfaction. In that sense customer satisfaction is a principal metric for assessing the intensity and strength of the relationship "supplier – customer." Despite the fact that satisfaction has been the object of research and discussions for many years, in business there is still observed a certain lack of understanding of the effects it is causing, as well as of the methods for its evaluation. The aim of this study is, as a follow-up to an analysis of the nature, elements, characteristics and approaches to the formation of customer satisfaction, to design and test a set of tools for its assessment among the home owners in housing estates of the "closed type" in the town of Varna (Bulgaria)