Customer satisfaction occurs when organisations
A) build customer engagement around the customers' needs and expectations.
B) identify customers' needs and expectations.
C) meet the needs and expectations of customers.
D) improve the customer value package.

Question

Quizplus · Accepted Answer

Customer satisfaction is achieved when an organisation meets the needs and expectations of its customers. While building customer engagement and identifying customers' needs are important steps towards achieving customer satisfaction, it is meeting those needs and expectations that ultimately results in a satisfied customer. Improving the customer value package may also contribute to satisfaction, but it is not the only factor involved.

Customer Satisfaction Occurs When Organisations