Customer Satisfaction sees and experiences the product and service provided by your business. It’s not what you believe or think, not what your studies or focus groups tell you, but what your actual customers feel, experience, and say. Based on the following aspects, customer perceives the quality of any given service. If any product and service have the following attributes, then it is perceived to deliver a good quality:
Responsiveness, reliability, assurance, empathy and tangibility of any given service and product enable a customer to determine its quality. A customer can thus gain satisfaction based on how each of these elements delivered a good service.
Many organizations have well-crafted missions to delight their customers with product and service quality which exceed customer expectations. The truth is that many of their customers continue to have problems and disappointments with product quality and service delivery.