Measuring and improving customer satisfaction - both inside and outside the organization - is critical today to success. This research study has created an external customer satisfaction model which gives electrical contracting companies a usable framework for gathering information, plus an internal customer satisfaction model which will help analyze and improve internal work processes. Includes a summary book with a CD-ROM which includes a graphic explanation of the key concepts and the entire research report. Conducted by Dr. John R. Cook and Dr. Kenneth W. Anderson of North Dakota State University and Dr. Norma Jean Andersen of North Dakota State College of Science.