Customer behavior is less and less predictable and infidelity or rather non-fidelity is commonplace. Companies have become aware that customer satisfaction is not limited to the moment of contact but is built over time. This leads to in-depth reflection within our organizations and a new basis for reflection concerning the points on which we must focus our efforts. You have to be able to cover all points of contact with the customer, and after-sales service is one of them. Brands are starting to use customer experience as a differentiator. The customer satisfaction study leads to strong decision-making support guidelines allowing the creation of a suitable and attractive offer, based on a clear vision of demand.