Elements that make up customer satisfaction
Posted: Tue Jan 07, 2025 6:31 am
Nowadays, customer satisfaction has become the biggest objective of companies of any type (small, large, national, international, etc.), however not all of them achieve it and this directly influences all departments of the company or organization.
Although we know the many benefits that come from successfully achieving customer satisfaction, few of us know what the elements and characteristics are that make it up. Below I will define the three most important elements of customer satisfaction and the characteristics of each one.
Company performance, perceived by the customer: Refers to the performance (how much value is given to it) that the customer considers to have obtained after acquiring a product or service, that is, it is the result that the customer “perceives” they obtained from the product or service they acquired.
Fun Facts Customer Satisfaction
Characteristics of customer satisfaction:
It is determined from the customer's point of view, not the company's.
It is based on the results that the client obtains with the product or service.
It is based on customer perception , not necessarily reality.
It can be influenced by people who directly influence the client.
It largely depends on the mood the customer was in when they qatar phone number purchased this product or service.
Expectations: These are the hopes that customers have for the product or service. This element may depend on the company's marketing practices or simply the customer's thoughts.
Expectations are produced by:
Promises made by the same company about the benefits provided by a product or service.
Previous purchasing experiences
Shopping experiences with the competition
Opinions of people who directly influence the client (friends, family, acquaintances, and opinion leaders.
Promises from competitors
As far as the company is concerned, care must be taken to use the appropriate level of expectations, since if they are too low, not enough customers will be attracted, but if they are higher than they should be, customers will feel disappointed after purchasing the product or service.
It is highly recommended to regularly monitor customer expectations to know:
If they are within what the company can provide.
Whether they are on par, below or above the expectations set by the competition.
If they match what the average customer expects before deciding to buy.
Although we know the many benefits that come from successfully achieving customer satisfaction, few of us know what the elements and characteristics are that make it up. Below I will define the three most important elements of customer satisfaction and the characteristics of each one.
Company performance, perceived by the customer: Refers to the performance (how much value is given to it) that the customer considers to have obtained after acquiring a product or service, that is, it is the result that the customer “perceives” they obtained from the product or service they acquired.
Fun Facts Customer Satisfaction
Characteristics of customer satisfaction:
It is determined from the customer's point of view, not the company's.
It is based on the results that the client obtains with the product or service.
It is based on customer perception , not necessarily reality.
It can be influenced by people who directly influence the client.
It largely depends on the mood the customer was in when they qatar phone number purchased this product or service.
Expectations: These are the hopes that customers have for the product or service. This element may depend on the company's marketing practices or simply the customer's thoughts.
Expectations are produced by:
Promises made by the same company about the benefits provided by a product or service.
Previous purchasing experiences
Shopping experiences with the competition
Opinions of people who directly influence the client (friends, family, acquaintances, and opinion leaders.
Promises from competitors
As far as the company is concerned, care must be taken to use the appropriate level of expectations, since if they are too low, not enough customers will be attracted, but if they are higher than they should be, customers will feel disappointed after purchasing the product or service.
It is highly recommended to regularly monitor customer expectations to know:
If they are within what the company can provide.
Whether they are on par, below or above the expectations set by the competition.
If they match what the average customer expects before deciding to buy.