How does customer service satisfaction depend on the customers expectations and your service delivery?

[Kimbles20]

Hi All,

Can anyone help me with the following question please?

How does customer service satisfaction depend on their expectations and your service delivery?

Thank you in advance!!

[dot.hawkes]

Customer service satisfaction depends entirely on their expectations being met 100% by their entire shopping experience. The customer enters any store to make a transaction, whether a return or a purchase, and it depends 100% on how that transaction is made as to whether they return to that same outlet.
Customers can be very demanding and sometimes their expectations go beyond what is possible, however, with the right approach from the staff showing a determination to make the customer feel satisfied with the outcome, the customers expectations will have been met and both sides in the transaction will feel they have achieved their aim.

However, customer's expectations are fanatstical and usually far beyond what is possible

[kira000]

Think of lidl and waitrose. When you go into Lidl, you know to expect few staff, rude staff, crates on the floor and long queues. So you are generally perfectly satisfied when that is what you get. And if the queues happen to be short and you find a staff member to help, you are well chuffed!


In contrast, if you found no staff, crates on the floor and long queues when you went to waitrose, you would be at least disappointed,and pretty dissatisfied - because of the service offering that goes with the brand name, you expect more, so are more easily disappointed

[buildersmate]

Depends how deep you want to go into this. The above answers are great; a more analytical approach is to consider a two-dimensional matrix that maps 'customer perception of importance' against 'customer perception of performance' (of the delivery).
Individual facets of the overall service are then each mapped onto a graph, using data from a customer satisfaction survey.
The reason for doing this is to find those facets that customers consider as important and trying to match those with a high performance score (on delivery performance perceived).
Conversely, facets that customer do not value as highly may be being delivered at too high a performance level.
Using the Wairose / Lidl examples, Lidl customers value price very highly, so Lidl aim to satisfy this strongly in their model. Quality is multi-faceted but sub factors are 'appearance of the store' and 'wide choice of products'. These factets would seem to less imprtant to Lidl customers but highly-valued by Waitrose ones.
In this structured way, organisations seek to match what customers want into what they put the most effort into achieving.

[Kimbles20]

Thanks very much everyone, much appreciated.