Due to the increasing market transparency in all types of markets, companies are faced with more and more challenges in their economic activities. To ensure their long-term success, they are compelled to create strategic competitive advantages based on intangible assets. This is particularly important for manufacturers of capital goods, as customer satisfaction and customer loyalty are becoming increasingly significant. Fabian Festge presents a toolkit for measuring customer satisfaction in the capital goods sector, using the example of special machinery and plant businesses. Drawing on the C-OAR-SE procedure, he develops a questionnaire that measures 15 factors using 52 indicators. This tool serves as the basis for the subsequent driver analysis. The estimated PLS models show that only a few factors have a significant impact.