Understanding Customer Expectations

What does quality of service mean to you?

• Quality of service refers to the speed of service only, not the overall experience.

• Quality of service is about minimizing costs for the company.

• Quality of service means providing the same service to all customers regardless of their needs.

• Quality of service means delivering reliable, efficient, and satisfactory service to meet customer expectations.

How important is customer support in your overall experience?

• Very important

• Somewhat important

• Only important for technical issues

• Not important at all

What factors contribute to a positive customer experience?

• Limited product range

• Inconsistent branding

• High prices

• Effective communication, personalized service, timely responses, product quality, and a seamless purchasing process.

How do you define excellent service?

• Excellent service is characterized by responsiveness, attentiveness, and a commitment to customer satisfaction.

• Excellent service is only about speed.

• Excellent service means ignoring customer feedback.

• Excellent service is defined by low prices.

What role does communication play in your satisfaction as a customer?

• Communication significantly enhances customer satisfaction by ensuring clarity, responsiveness, and trust.

• Effective communication can lead to confusion and dissatisfaction.

• Communication has no impact on customer satisfaction.

• Customers prefer minimal communication for satisfaction.