A contemporarily operating enterprise is obliged to develop in two basic areas. The first of them refers to the quality of the services offered, which the enterprise provides to its customers. This area includes the professional, organisational, commercial and other competences. In view of the fact, that the declarations made by enterprises are not always reflected in the reality, the certification system for the enterprises has been introduced.
The second area to be looked after by each enterprise is the assessment of its actions by the clients that take advantage of its services. This form of assessment, expressed by the level of customer satisfaction from the provided services is a customary way of demonstrating the appraisal which the enterprise providing the services obtained from the customer.