It was an interesting discussion held in this week’s meet up via twitter. Although I didn’t get to participate, I was able to read through and follow the flow of the conversation.
The four questions presented

  1. Discuss why customer satisfaction is important.
  2. Elaborate on the link between satisfaction and innovation?
  3. Can you think of different types of expectations that the customer might have?
  4. How do we manage expectations?

Perception of quality and emotional reactions are may not be visibly associated to satisfaction in my line of work but with careful analysis, you can see the connection.

When dealing with internal customers, reviews tend to vary as most have not worked or interacted with our services thus upon completion of the tasks, it is always interesting to read or hear their thoughts on satisfaction.

Based on the definition of expectations, the prejudgement of how well or poorly a product or service is going to perform and thus affecting the customer’s satisfaction, it does makes sense why many of the internal customers have similar scores even though they have no prior interactions.

What this means is, we as a team need to review what the customer’s expectations are so as to know where to focus our efforts so as to ensure our customers have a good satisfaction 99% of the time.


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