7 TYPES OF CONSUMER

EXPECTATIONS

THE EXPECTATIONSINTRODUCTIONCONCLUSIONS

INTRODUCTIONCustomer 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..

THE EXPECTATIONS

EXPLICIT EXPECTATIONSThese expectations are mental

targets for product performance, such as well-identified performance standards.

IMPLICIT EXPECTATIONSThese expectations reflect

established norms of performance.

THE EXPECTATIONS

STATIC EXPECTATIONSThese expectations address how performance and quality are defined for a specific application.

DYNAMIC EXPECTATIONSThese expectations are about how

the product or service is expected to evolve over time.

THE EXPECTATIONS

TECHNOLOGICALTechnological expectations focus on the evolving state of the product category

INTERPERSONALInterpersonal expectations reflect the relationship between the customer and the product or service provider.

THE EXPECTATIONS

SITUATIONAL EXPECTATIONSThis type of expectation is related

to pre-purchase expectations or post-purchase satisfaction of consumer.

CONCLUSIONKeeping 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