We are all customers, and we are entitled not to be disappointed.

Only by listening to the voice of our customers can we really understand how we are performing.  At Catlow Consulting we have developed a method of measuring a customer's expectations against how satisfied they are to determine how well you really are performing.  It also signposts where you need to place your priorities in delivering the service so that you really wow the customer time after time.

It is a fact:

  • ◊ 96% of dissatisfied customers do not complain

  • ◊ Between 65% and 90% of non-complaining dissatisfied customers are unlikely to purchase again

  • ◊ Dissatisfied customers tell 9-10 other people

  • ◊ 13% of dissatisfied customers tell more than 20 people

  • ◊ Superior service performers charge an average 9% more for their goods

  • If you provide a service, customer expectations can pose a major challenge. That's because expectations are wondrous creatures: They grow, they shrink, they change shape, they change direction. They shift constantly, and they shift easily. And how satisfied (or dissatisfied) your customers are is determined by these expectations and your performance in meeting them.

    Of course, customer satisfaction is influenced by a complex interplay of factors; it's hardly as simple as plugging numbers into a formula and calculating the result. Nevertheless, this calculation serves as a reminder that your customers' level of satisfaction can be affected by changes in either their expectations or your performance. That means you have to pay attention to both.

    And that's where things can get tricky, because how you perceive your performance may differ from how your customers perceive it. How many times have you been promised that "we will exceed your expectations", only to be disappointed with the performance and consequently the experience........never to return again!

    If you want to know how you are performing you need to measure customer expectation and customer satisfaction.  Our Voice of the Customer process can do this for you.

    Catlow Consulting offer a range of solutions and undertake client specific customer feedback programmes. 

  • Call or email us to find out how we can help you hear the voices of your customers.