Online Surveys Customer Satisfaction Employee Satisfaction Custom Research Small Bus. I bring you this latest incident to provide an example of the importance of expectations as they relate to customer satisfaction.
Customer satisfaction occurs when service meets or exceeds expectations.
Apparently, my service expectations were too high in this negative service encounter. I arrived at the airport for my first flight of the evening after a visit with family. My wife, who had taken the same flight the evening before, had informed me that her flight had left on time. This made me think that perhaps my flight also would leave in a timely manner. At flight time, there were no airline employees anywhere in the vicinity of the gate.