You can use your web survey from Vovici to measure and then increase your customer satisfaction.  From the web survey you can gather the information to build on what you, your company and your employees are doing right to keep your customers happy.  Keeping customer’s happy means you keep them coming back.  And in order to gain market share you must keep the market share you have and then build upon it.  So if you are losing customers because of bad business practices you can never gain market share and only hope to retain your market share with new customers.