Does your organization know and measure the gap between customer's expectations of services and customer's perceptions of the service delivered by the organization. This gap defines the level of satisfaction that the customers attribute to the service received from the organization. No business can afford to take lightly the report card of the customers about its service offering because to do so would be to expose the business to potential brand diminution risks by negative WOM from dissatisfied customers. Erroneously, some organizations hold the view that customer’s satisfaction reflects not from assessment of customer’s perceptions but solely from the financial performance as, they suggest, improvements in financial position is a manifestation of new and repeat purchases of the firm’s products and services.
Sadly, this is only one aspect of the fact. Businesses may remain extremely profitable because of their dominance and lack of sound competition and the sustenance of continuing profitability threatened upon the entry of serious competition in a particular market. In such instances, customers’ disaffection become apparent when the option of choices is broader and easily accessible. Therefore, leading organizations must continue to feel the pulse of the customers to situate their perceptions of the services of the company on an ongoing basis. Experts remind us that satisfaction is a state of the customer’s affirmation which perception changes from time to time, thus requiring organizations to stay with and appreciate the changing trends with customers’ expectations. Our team of experienced practitioners will work with you on this journey to help you assess and position the company to up their game in customer service satisfaction and to stay ahead of the pack.