The buyer’s decision process does not stop when a purchase has been made. In sustaining the product and creating customer value the satisfaction or dissatisfaction of the consumer is of great interest to the marketer. The ability of Cookie Crisp to meet the expectations can lead to the consumer habitually purchasing the product because he is satisfied. However, if the product did not meet the expectations of the consumer, he is disappointed and will not purchase Cookie Crisp again. The postpurchase behaviour is important to the sales of Cookie Crisp as it forms two groups; new customer and repeat customers. The behaviour of the consumer who is dissatisfied may influence the decision process of a potential new customer in the information search and evaluation of alternatives stages. The repeat customers may be influenced by their own satisfaction to purchase other products from Nestlé and thereby recognising the brand of not only Cookie Crisp but also Nestlé.