Customer Satisfaction or Customer Delight

 

Primary Customers of an organization buy or use the products and / or services delivered by the organization. If the products and services meet or exceed the customers expectations the customer experiences customer satisfaction or customer delight.

 

Customer that have their expectations or needs met or exceeded are more likely to:

 

• Become a repeat customer
• Tell their friends how good the experience was
• Contribute ideas to make the products or services better.

Those customers that do not have a good experience or are not delighted may not share their experience and disappear as a customer.

 

Questions:

 

• Will the customer purchase again?
• Was the customers need met?
• Did the customer experience problems that have not been recorded or understood?
• Will the customer tell their friends about the product or service?

 

See Customer Satisfaction for additional information