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83 appendicesmobile services customer satisfaction rate (customer’s perceived quality)Country 2005* 2006* 2007* 2008**France 67% 70% 74% 73%UnitedKingdom - - 75% 79%Poland - 75% 71% 75%Spain - 61% 61% 63%Belgium 81% 86% 86% 81%Switzerland 77% 77% 82% 79%Romania 91% 92% 91% 88%Slovakia 79% 75% 77% 77%Source: CET (Customer Experience Tracker, formerly CVA) whose approach is to measure the customer‟s perception of theservices he is usingbroadband Internet customer satisfaction rate (customer’s perceived quality)Country 2007 2008France 73% 72%UnitedKingdom 69% 67%Poland 58% 63%Spain 67% 58%enterprises: changes in the Customer Loyalty Index (CLI)CLI evolution7,47,27,06,87,0 7,0CLIoverall satisfaction6,66,46,76,66,76,6Recommendation6,26,05,85,6S1 06 S2 06 S1 07 S2 07 S1 08 S2 08Re-purchasingintentionChoose 1st time