Customer satisfaction has to do with what they expect from your business and how the reality of their interaction measures up to those expectations. You should always keep in mind that these might not necessarily be just current expectations, but also past expectations and experiences as well. For example, take a moment to think about a recent major purchase that you made. What kind of research did you do before you bought the product? Did you ask coworkers, family members, friends, or salespeople about the product?
All of the information we gather about a product goes into the expectations we have for that product or experience. When building those product expectations, customers will rely on implicit as well as explicit performance expectations, so it’s important to understand what those might be.
Your Customers’ Technological Performance Expectations
As technological advances continue to be developed at an increasing rate, consumers’ expectations for how these technological devices function will continue to rise. For example, as mobile phones continue to be upgraded with new camera, internet access, and music features, customers will begin to want more from their phones that what is currently offered.
Yonyx also helps the organization improve the consistency and quality of their customer support and along with that improve what is called CSAT (customer satisfaction).