One simple but useful way of viewing customer satisfaction is in terms of met expectations. Why should one strive for a ratio of 1.05 and not 1.50?

Question

Fill in the blank(s) with the appropriate word(s).

Answer 1

Answer will vary

High customer satisfaction is the goal of most projects. However, profitability is another concern. Exceeding expectations typically entails additional costs. Under most circumstances, the most profitable arrangement occurs when the customer's expectations are only slightly exceeded.