I don't have a customer satisfaction policy per se. Perhaps one day I will have one, but for now, creating a legalese document that tells my customers how I'm going to satisfy them is not in the works. Instead, I state in plain language what I do to satisfy my customers:

I tell the customers the truth. A customer should:

• have a realistic idea about what a particular website is capable of doing
• know how that website can potentially reach its target audience
• be able to make an informed decision.

I tell clients what it will take to achieve their goals in terms of:

Technology 

There is no cut-and-dried formula for building a website. Different developers will employ different technologies based on their knowledge and experience. Totalnetqc uses opensource solutions, which, to borrow a common opensource expression, are free as in free speech, not in free beer. Still, using opensource solutions does keep the cost of building a website down.

SEO 

There is no guarantee that a website will yield the results sought after. Marketing a website involves many variables. For instance, it is more difficult to rank a website for a subject or product that is already saturated with websites than one that has few competitors. It may take time for a website to start realizing its potential. It requires the site owner to consider his website in terms of his overall business strategy. Anyone who thinks that creating a website will automatically bring visitors is not thinking realistically. 

Customer satisfaction is not determined by inscrutable policy. It is determined by consistent service rendered in a timely manner and the willingness to openly share one's knowledge.