In my intermittent but ongoing reading about Customer Satisfaction and Loyalty, I came across an interesting idea. Delight. Berman (2005) talks about the idea of Delight versus Satisfaction.  Delight...

Quality is continually satisfying customer requirements. What matters in the end to customers is not only the product or service we have supplied, but whether their requirements have been satisfied. We...

So having just come off a hugely busy week, I finally got around to extending the thought process behind what ‘Satisfaction’ is and how you measure it. Firstly, I think you have to ignore about...