Intermediate Diploma Thesis from the year 2003 in the subject Computer Science - Commercial Information Technology, grade: 1,7 (A-), University of Applied Sciences Bergisch Gladbach (University of Applied Sciences for Economics), language: English, abstract: The following report describes the theoretical context of customer satisfaction, different methods of measuring customer satisfaction and the process and results ofXYZ (thereafter called XY) customer satisfaction survey. The results of this analysissupport the management in improving cooperation with customers by pointing out strengths, weaknesses and general tendencies of their business relationship.