Customer satisfaction reflects expectations and experiences that the customer has with a product or service. See the 7 Types of Consumer Expectations.

1. 7 TYPES OF
CONSUMER EXPECTATIONS

2. THE EXPECTATIONS
INTRODUCTION
CONCLUSIONS

3. INTRODUCTION
Customer satisfaction reflects the
expectations and experiences that
the customer has with a product or
service. Expectations reflect both
past and current product evaluation
and use experiences..

4. THE
EXPECTATIONS
EXPLICIT EXPECTATIONS
These expectations are mental
targets for product performance, such
as well-identified performance
standards.
IMPLICIT EXPECTATIONS
These expectations reflect established
norms of performance.

5. THE
EXPECTATIONS
STATIC EXPECTATIONS
These expectations address how
performance and quality are defined
for a specific application.
DYNAMIC EXPECTATIONS
These expectations are about how the
product or service is expected to evolve
over time.

6. THE
EXPECTATIONS
TECHNOLOGICAL
Technological expectations focus on
the evolving state of the product
category
INTERPERSONAL
Interpersonal expectations reflect the
relationship between the customer and
the product or service provider.

7. THE
EXPECTATIONS
SITUATIONAL EXPECTATIONS
This type of expectation is related to
pre-purchase expectations or post-
purchase satisfaction of consumer.

8. CONCLUSION
Keeping these 7 customer
expectations in mind before
you set out to measure
customer satisfaction will
ensure that your customer
satisfaction research will
provide accurate insights.
Presented By: RIGHT2REVIEW