In 2009, the Black Book client industry user survey investigated the customer experience of 2,965 of the top PDO services-spending corporations and organizations globally.

In order to rank the organizations, 18 key performance indicators (KPIs) or criteria are employed, scored on each respective vendor by client type and ranked on a 0–10 scale per KPI.

Key findings
Key finding: most important customer satisfaction KPIs
Scalability, client adaptability, flexible pricing and deployment are the most important attributes influencing PDO satisfaction with providers.

Developing instruction includes production of draft and final materials, pilot testing, evaluation of pilot testing results, and finalization of materials based on pilot test results. The most effective development effort takes into account the appropriateness and cogence of content and the method of presentation. Selecting and matching the right development tools determines the quality, and hence the building of credibility and acceptance of the final product.

Customer loyalty is very crucial to the success of your business. You want to satisfy your customers so that they will remain loyal to you. Here are tips that will help you increase your customers' satisfaction and thus keep them coming back to you.