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Hi. This is Katrina speaking again. Today I would like to tell you about customer satisfaction. How to increase it through high quality work and at the same time how to increase your repair shop profitability by reducing the rate of repeat repairs. The customer satisfaction indicates how satisfied your customer was with this last repair shop visit according to a scale from 1 to 5 stars. If you would like to improve your customer satisfaction I would recommend the following steps: First, you should introduce quality checks into your everyday working life, done by a quality manager who closely checks the documentation and work of your stuff. Second, you should define the scope and responsibility and roll of the quality manager Third, you should clarify the interfaces between all parties involved. And last but not least, you should measure the success for example by the rate of repeat repairs. Now I wish you much much success and happy to present you next time another interesting topic. Bye.