... consumer goods and services Services, both mass-produced and customized Customized consumer services, B2B services, B2B project-delivery (17/37) “Measuring customer satisfaction ... used for Product / service development function, Benchmarking Service development function, individual service employee feedback, service recovery Managing individual customer relationships, ... are met Customer base Large Medium / small Medium / small Sample size Statistically significant proportion of customer base Limited sample of customer base Limited sample of customer base...