A NEW AUSTRALIAN Standard provides guidelines to assist businesses in fulfilling customer expectations. Research (by TARP in the USA) has shown that an average business will not hear from 96 per cent of unhappy customers and for every complaint received, the average company has 26 customers with problems and six with serious problems. AS 3906 Quality of service-Guide to customer expectations gives guidance to organisations in the identification and development of customer expectations. It also addresses those factors in the supply and delivery of services and products which influence customer quality perceptions.
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机译：新的澳大利亚标准提供了指导原则，以帮助企业实现客户期望。研究（由美国TARP进行的研究）表明，普通企业不会收到96％的不满意客户的声音，对于收到的每个投诉，平均每个公司有26个有问题的客户和6个有严重问题的客户。 AS 3906服务质量指南（客户期望指南）为组织机构在确定和发展客户期望方面提供指导。它还解决了影响客户质量感知的服务和产品的供应和交付中的那些因素。
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