Customer satisfaction reflects the
expectations and experiences that
the customer has with a product or
service. Expectations reflect both
past and current product evaluation
and use experiences..
These expectations are mental
targets for product performance, such
as well-identified performance
These expectations reflect established
norms of performance.
These expectations address how
performance and quality are defined
for a specific application.
These expectations are about how the
product or service is expected to evolve
Technological expectations focus on
the evolving state of the product
Interpersonal expectations reflect the
relationship between the customer and
the product or service provider.
This type of expectation is related to
pre-purchase expectations or post-
purchase satisfaction of consumer.
Keeping these 7 customer
expectations in mind before
you set out to measure
customer satisfaction will
ensure that your customer
satisfaction research will
provide accurate insights.
Presented By: RIGHT2REVIEW