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Why Do Customer Value Not Match Customer Satisfaction Perceptions?

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Viewing 8 posts - 1 through 8 (of 8 total)
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  • #55622

    Sri
    Participant

    Why customer value perceptions are not as same as customer satisfaction perceptions? Does the measured factors reflects the customer satisfactions?

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    #200800

    Strayer
    Participant

    It’s very common to have a disconnect between what we see as quality and what the customer perceives. Are you familiar with Kano analysis?

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    #200803

    MBBinWI
    Participant

    @Vidhya30 – what do you think, and why?

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    #200829

    Vidhya30
    Guest

    I have very little knowledge about kano model. I just know that Kano analysis is the theory that explains the product development and customer satisfaction.

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    #200831

    Katie Barry
    Member

    @Vidhya30 If you search our site, you’ll find information on Kano analysis.

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    #200843

    MBBinWI
    Participant

    @Vidhya30 – you have less than you realize. Take @katiebarry ‘s hint and search the site.

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    #200847

    Robert Butler
    Participant

    There is also the very real possibility that the two are measuring entirely different things. For example in medicine various entities are interested in the issue of connecting patient satisfaction to physician performance. To date, every analysis I’ve run with data of this type has resulted in zero correlation between them.

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    #200852

    MBBinWI
    Participant

    @rbutler – skewed data set. The most dissatisfied are no longer around to complain. ;-)

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