Static performance expectations are the visible part of the iceberg; they are the performance we see and—often erroneously—are assumed to be the only dimensions of performance that exist. Dynamic performance customer expectations are about how the product or service is expected to evolve over time. Dynamic expectations may be about the changes in support, product, or service needed to meet future business or use environments.
For example, mobile phones are continually evolving, leading to higher expectations of new features. The availability of low profile phones with email, camera, MP3, blue tooth technology, and increased storage will change technology expectations as well as the static and dynamic performance expectations of the product.
These highly involving products are not just feature based, but raise expectations that enhance perceptions of status, ego, self-image, and can even evoke emotions of isolation and fear when the product is not available. Person to person relationships are increasingly important, especially where products require support for proper use and functioning.
Support expectations include interpersonal sharing of technical knowledge, ability to solve a problem, ability to communicate, reduced time to problem resolution, courtesy, patience, enthusiasm, helpfulness, assurance that they understood my problem and my situation, communication skills, and customer perceptions regarding professionalism of conduct, often including image and appearance. In building a customer satisfaction survey, it is also helpful to evaluate why pre-purchase expectations or post-purchase satisfaction may or may not be fulfilled or even measurable.
Your research study may also benefit from considering expectations related to perceived quality and value. Remember to keep these 7 customer expectations in mind before you set out to measure customer satisfaction.
Understanding these will ensure that your customer satisfaction research will provide accurate insights. Having a top-notch online survey software is one thing, using it correctly is another. Are you meeting customer expectaions? Download our tempalte Satisfaction Survey Template.
You might also like There are a few different questions you can ask yourself to help you create a solid list of expectations:. Part of understanding expectations is also understanding where these expectations come from in the first place--social media, word of mouth and referrals, other similar experiences, and cultural norms. It's also important to understand what you, as a company owner, may want your customer's expectations to be, and then keep this in mind as you work to improve your customer service approach.
Andy Kroll--VP and General Manager of North American Van Lines was asked about his experience on dealing with managing expectations and he stated that "The expectations of our customer largely define our process from the start--we try to reach out as early as possible to gain an idea of what a customer requires and how to achieve it.
In almost every situation, you are going to need to prioritize different tasks. This will help ensure that you are not skipping anything important, which could be a major customer service issue. You always want to make sure you have good communication between departments in your company, employees within each department, and then between the customer and your company.
This takes good communication so that you can make sure you have all sides of an issue fixed and so you know that you're sending the right or most knowledgeable person to talk with the customer. This is pretty self-explanatory. If you have a good strategy in place by following the points in this list, you should be able to respond quickly and effectively, which is arguably the most important thing for the customer.
The worst thing you can do is make a promise based on a customer expectation that you can't meet. You have to be honest when talking with customers. If you know their expectations you should be able to anticipate what they're looking for, so if you can't deliver that, make sure you have a good reason why and an alternate solution to meet that expectation. The worst thing you can do for a customer is keep secrets--this is oftentimes an expectation customers have that they don't realize they have until they actually see it at play.
Being transparent helps establish trust and confidence. This is an age-old customer expectation and one of the easiest to work with for a company, so don't miss sending that email to make sure everything is okay. This shows you care and will get you far with a customer. Understanding customer expectations is going to be an ongoing process and your strategy will continue to grow with each passing year. Once you have a pretty good handle on expectations, you can start to build a solid customer service approach that should help keep your company at the top of your industry year after year.
There are a few different questions you can ask yourself to help you create a solid list of expectations: Look at Google and Yelp reviews.
Understanding customer expectations is a prerequisite for delivering superior service; customers compare perceptions with expectations when judging a firm’s service.1 However, the nature of customer service expectations and how they are formed has remained ambiguous.
Customer Expectations of Service Customer Expectations Beliefs about service delivery Serve as standards or reference points against which performance is judged. Customers compare their perceptions of performance with these reference points when evaluating service quality. Thorough knowledge about customer expectations is .
12 Examples of Customer Expectations posted by John Spacey, January 26, Customer expectations are the base assumptions that customers make about your brand, services and products. When expectations aren't met for one reason or another customers may be either positively or negatively surprised. Customer Service . Reproduced with permission of the copyright owner. Further reproduction prohibited without permission. Created Date: 11/11/07
Customer service is about expectations. And the expectations that customers have today were shaped by their previous experiences. Businesses need to meet or exceed these customer expectations. Customer service has always been considered one of the most important aspects of a successful company. This isn't always the most exciting department to perfect for business owners, however, so.