From the course: Service Metrics for Customer Service
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Understanding customer expectations
From the course: Service Metrics for Customer Service
Understanding customer expectations
- One of the key purposes of service metrics is to gauge what customers experience and how well aligned we are with their expectations. But what do customers expect? How are those expectations changing? Let's explore answers to those questions here. The primary reason that customer expectations evolve and sometimes evolve very quickly is innovation. While customers initially appreciate better services, they quickly get used to and expect and then even demand them. The experiences that customers have with any organization, not just yours or others in your industry, shape their perceptions. So service innovations from any organization raise the bar for everybody. We've got to continually revisit what is good service, and you don't want to benchmark just within your industry. The good news is identifying customer expectations is not the guess work it might have first seemed to be. The international customer management institute, ICMI, has identified 10 expectations customers have of…
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