The Customer Satisfaction Spectrum

Let’s face it, to compete in today’s business world you really need to have much more than just customer satisfaction. Competition is fierce. All of your competitors are trying to have more satisfied, more loyal customers than you. There a so many different degrees of satisfaction and just plain “customer satisfaction” is really just the base line. This is why we’ve placed customer satisfaction on a spectrum with multiple levels of satisfaction.

The Customer Satisfaction Spectrum

Extreme customer delight is at the very top and extreme customer dissatisfaction is at the bottom. Customer expectations (of your product or service) fall somewhere in the middle. Interestingly, what people might not understand is that customer action (complaining, praising, telling their friends) rises as a customer moves to each end of the spectrum. This may result in a serious problem: if your customers fall somewhere in the middle of the spectrum it’s very difficult to understand what they like and what they dislike about your service.

Scott Bartell

Scott Bartell is currently a student at the State University of New York at Buffalo pursuing a Bachelors of Science in Business Administration, with a Marketing Concentration. Scott has over 7 years of digital marketing experience at V.M. Marketing Group based out of Buffalo, NY. He has extensive knowledge in: Search Engine Optimization (SEO), Social Media Marketing, Pay-Per-Click Advertising, Web Development, and other related fields.