Therefore the IPSG decided to focus on the following aspects:
1. to find and share good examples of Customer Satisfaction Management. The examples should be presented according to the concept paper of France and Austria.
2. to concentrate on how the information gathered on Customer Satisfaction is used in service improvement projects;
3. to consider the topics to be included in possible future guidelines. Within the next months the first chapter of these guidelines, specifying the basics of the topic, should be finalized.