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Four levels of customer satisfaction

Category:  Running a Business
Average: 2.5 (2 votes)

Over twenty years, Gallup interviewed more than one billion customers, trying to identify what contributes to their satisfaction. Despite all the differences, there are four expectations, which remain remarkably consistent: accuracy, availability, partnership and advice. These four expectations are hierarchical, which means that the lower-level expectations must be met before the customer is ready to pay attention to the higher levels.... more »

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