Successfully reported this slideshow.
We use your LinkedIn profile and activity data to personalize ads and to show you more relevant ads. You can change your ad preferences anytime.

7 Types of Consumer Expectations

Customer satisfaction reflects expectations and experiences that the customer has with a product or service. See the 7 Types of Consumer Expectations.

  • Login to see the comments

7 Types of Consumer Expectations

  1. 1. 7 TYPES OF CONSUMER EXPECTATIONS
  2. 2. THE EXPECTATIONS INTRODUCTION CONCLUSIONS
  3. 3. INTRODUCTION 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..
  4. 4. THE EXPECTATIONS EXPLICIT EXPECTATIONS These expectations are mental targets for product performance, such as well-identified performance standards. IMPLICIT EXPECTATIONS These expectations reflect established norms of performance.
  5. 5. THE EXPECTATIONS STATIC EXPECTATIONS These expectations address how performance and quality are defined for a specific application. DYNAMIC EXPECTATIONS These expectations are about how the product or service is expected to evolve over time.
  6. 6. THE EXPECTATIONS TECHNOLOGICAL Technological expectations focus on the evolving state of the product category INTERPERSONAL Interpersonal expectations reflect the relationship between the customer and the product or service provider.
  7. 7. THE EXPECTATIONS SITUATIONAL EXPECTATIONS This type of expectation is related to pre-purchase expectations or post- purchase satisfaction of consumer.
  8. 8. CONCLUSION 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

×