I can't say that I'm terribly satisfied with
this definition for
satisfaction, at least not in a business context. In some recent reading, the following simple definition struck a chord with me:
A customer's satisfaction is the gap between what the customer expects and what she gets.
Service below her expectations makes her dissatisfied -- and the greater the gap, the greater the dissatisfaction. Conversely, service above expectations makes her satisfied -- and the greater the gap, the greater the satisfaction. It may seem obvious after reading it but only the most successful professional service firms really understand it.
Posted
Mar 01 2007, 05:03 PM
by
Aaron Skonnard