Total Customer Satisfaction
In general, satisfaction is a person’s feelings of pleasure or disappointment that result from comparing a product or service’s perceived performance (or outcome) to expectations.
If the performance or experience falls short of expectations, the customer is dissatisfied. If it matches expectations, the customer is satisfied. If it exceeds expectations, the customer is highly satisfied or delighted. Customer assessments of product or service performance depend on many factors, including the type of loyalty relationship the customer has with the brand.
keep the balance
Although the customer-centered firm seeks to create high customer satisfaction, that is not its ultimate goal.
Increasing customer satisfaction by lowering price or increasing services may result in lower profits. The company might be able to increase its profitability by means other than increased satisfaction (for example, by improving manufacturing processes). The company also has many stakeholders, including employees, dealers, suppliers, and stockholders.
Spending more to increase customer satisfaction might divert funds from increasing the satisfaction of other “partners.” Ultimately, the company must try to deliver a high level of customer satisfaction subject to also delivering acceptable levels to other stakeholders, given its total resources
Dutch 
English