Classification of customers in assessing the quality of car service services

The work proceeds from the well-known principle of evaluating the quality of services in accordance with the degree of satisfaction of certain needs corresponding to the purpose of services. The idea is also supported that the client knows his needs best of all, therefore he should give an assessment. But, unlike the widespread customer survey, which contains a large proportion of subjectivity, an objective statistical assessment is proposed, based on the processing of a large amount of factual material on customer requests to technical service enterprises. The main categories of customers are being formed, and a set of indicators reflecting the technical and economic parameters of customer requests is being introduced. Based on the presented statistical material, an assessment of the distinctiveness of the indicators used for different categories of clients is given and an analysis of the causes of this phenomenon is given.