Our survey wich is about the amelioration of the satisfaction of Mountain Communication’s customer (B to B), has given us the opportunity to measure the satisfaction of his customer in two mouths (wich is corresponding to the period of our professional training). Our process was scientific and deductive. We have administrated one questionnaire of fourteen questions to our sample wich was about eleven enterprises in Douala town, after that, we have proceeded to the data reduction and data processing with the software called Statistical Package for the Social Science and EXCELL; we used cross tabulation and flat tabulation wich gave us the global satisfaction degree of Mountain Communication’s customer that was 45.5% average satisfy, 36.3% unsatisfied and 18.2% satisfy. This flat tabulation also give us the importance customers attach to the different services, that was 63.6% attach the highest importance, 9.1% an average importance and 27.3% a higher importance. The Net Promoter Score helped us to identify the detractors (6 customers); the passives (3 customers) and the promoters (2customers).We have calculated the coefficient of correlation between satisfaction and the importance customers attach to the services that was 0.26 wich means there is a weak correlation between them. The results of our survey show us that the global satisfaction of customers is average, because we wanted to help the manager to ameliorate it, we proposed him to write the customer charter (annex 4), the method of periodic measuring his customer’s satisfaction (page 66). We also proposed him to give a good formation to his front office, teach them the customer relationship such as loyalty, listening, smiling, confidentiality, disponibility and so on.
Key words: Satisfaction, Measure of satisfaction, Disconfirmation model, Dimension of services, Flat tabulation, Satisfaction/importance’s matrice, Servqual.