Home » Home » 7 Minimum Expectations of a Customer

7 Minimum Expectations of a Customer

Facebooktwitterredditlinkedin

We already know that customers favor a provider that offers better customer service. We also know that a satisfied customer is more likely to recommend your product or Service. This morning, there was a report on ET corroborating the same. Now, moving from this reality to finding what exactly customers expect, VOC360 (a sister brand of CSAT360) commissioned a survey among retail customers across BFSI, Retail and Telecom segments (the vastly regulated segments) to identify the bare minimum expectations of a customer to want to continue the relationship with a product/ service provider. The gist is shared below.

 

An overwhelming 67% of the respondents identified all the below 7 factors as key to a satisfied experience (mind you, not a delightful experience, but a minimum standard of expectation to do business); 23% chose at least 6 of the below and 10% picked less than 6 of the factors as most important to them. The gender ratio of male to female respondents was 78% to 22%; age group ranged from 19 to 55 years and regional spread was across Metros to Tier 3 locations. Some of the key tags used in their expressions for each of the above is shared alongside

 

 

transparency1. TRANSPARENCY: Point out Fine print; terms & conditions; exclusions; hidden costs;

 

                                                                     

 

Trustworthy

 

2. TRUSTWORTHY: promises kept; no mis-selling; genuine discounts/rewards

 

 

 

accuracy

 

3. ACCURACY: Note Correct request information; avoid repeat calls or visits; give accurate status

 

 

 

 

4. SENSE of IMPORTANCE: Respect for customer; Polite; Clarity in response; importance

 

 

 

 

marketstandard

    5. MEET MARKET STANDARDS: Best of breed; At least as good as others

 

 

quick service

                                                                                     

6. QUICK SERVICE reasonable time to respond; smooth process;

 

 

 

easy access

 

7. EASY ACCESS: response from call centre; walk-in centres; emails;

 

 

 

For any further interest on the subject or discussion, please write to content@csat360.com

Facebooktwitterredditlinkedin

Other Links

Monthly Archive

Do follow us on

Facebooktwitterlinkedin

Find what you are looking for

Your Organization has a Customer Success Story?

Please send your authentic story in a crisply written format, supported by relevant graphics, tables etc. to STORY.

Are you a CEM Professional – a CEMPro?

As a CEMPro you can now share your Customer Management Success experience as per guidelines HERE and mail your experience to CEMPro