Customer satisfaction is a game of expectations » Portal Insights

Customer satisfaction is a game of expectations

Let me explain:

When I bought my MacBook Air (in my opinion, the best value for money a human being can have in their life) I was convinced by the seller to also take an official Apple headset, super sophisticated and, consequently, expensive.

About six months later the phone stopped working and I was “sick of my life”. The headset cost almost 20% the price of the MacBook and stopped working within six months… WTF?

At the beginning of this year, I saw a promotion for some headphones – I don't really remember the brand. The phone wasn't the best in the world, but in my opinion it was “good enough” and very cheap.

So I bought it.

Exactly six months later it also stopped working, but as I paid little for it, I didn't care much.

Apple invests millions every year in research and development of new products to ensure the full satisfaction of its customers.

And I was mad at Apple.

This other company developed a “more or less” headset, it literally doesn’t give a damn about its consumers (yes, I tested it) and even so I wasn’t that mad at it.

In other words…

Customer Satisfaction = Expectation/Delivery

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