Differences
This shows you the differences between two versions of the page.
Both sides previous revisionPrevious revisionNext revision | Previous revision | ||
articles:customer_satisfaction_a_fallacy [2022/05/09 09:42] – [How meaningful are customer satisfaction levels?] rrandall | articles:customer_satisfaction_a_fallacy [2023/04/28 10:50] (current) – [How meaningful are customer satisfaction levels?] rrandall | ||
---|---|---|---|
Line 11: | Line 11: | ||
Unfortunately, | Unfortunately, | ||
- | More recently, choosing a handgun because some CGI characters in "Call of Duty" | + | More recently, choosing a handgun because some CGI characters in a video game made them look " |
When purchasing a handgun, do you want a movie prop... or a personal defense weapon? Is your priority that a handgun "look cool" | When purchasing a handgun, do you want a movie prop... or a personal defense weapon? Is your priority that a handgun "look cool" | ||
Line 21: | Line 21: | ||
The level of initial customer satisfaction in these transactions is often extremely high. The customer “felt” like they were given expert advice and quickly received their firearm. The problem is that “customer satisfaction” is emotion-driven. Did the customer get what they “thought” they wanted? Yes. But was it what they really needed? Usually… not. Upon that customer taking a firearms training class, their view may change. Many come to realize how they were manipulated into purchasing a completely over-priced or even unsuitable firearm. | The level of initial customer satisfaction in these transactions is often extremely high. The customer “felt” like they were given expert advice and quickly received their firearm. The problem is that “customer satisfaction” is emotion-driven. Did the customer get what they “thought” they wanted? Yes. But was it what they really needed? Usually… not. Upon that customer taking a firearms training class, their view may change. Many come to realize how they were manipulated into purchasing a completely over-priced or even unsuitable firearm. | ||
- | <WRAP center round info 60%> | + | <WRAP center round info 80%> |
- | According to one popular gun store owner, in 2020, the most popular handgun brand sold was a [[https:// | + | According to one popular gun store owner, in 2020 the most popular handgun brand sold was [[https:// |
| | ||
- | Experienced gun owners understand that in a defensive situation, the defender is always at a disadvantage by being forced into a reactive mode. And that survival may depend upon both decisions and actions that must be made within milliseconds. In order to reduce a few milliseconds from their reaction time, a defensive firearm owner will often opt for a handgun without a " | + | Experienced gun owners understand that in a defensive situation, the defender is always at a disadvantage by being forced into a reactive mode. And that survival may depend upon both decisions and actions that must be made within milliseconds. In order to reduce a few milliseconds from their reaction time, a defensive firearm owner will often opt for a handgun without a " |
</ | </ | ||
Line 30: | Line 30: | ||
===== How meaningful are customer satisfaction levels? ===== | ===== How meaningful are customer satisfaction levels? ===== | ||
- | Do customer satisfaction levels have any " | + | Do customer satisfaction levels have any " |
How often have you had " | How often have you had " | ||
Line 36: | Line 36: | ||
Do you ever tell your friends that something you purchased is " | Do you ever tell your friends that something you purchased is " | ||
- | Perhaps the most dangerous of all... have you ever realized that you had slipped into denial after convincing yourself that something substandard was " | + | Perhaps the most dangerous of all... have you ever realized that you had slipped into denial after convincing yourself that something substandard was " |
The vast majority of customer surveys will not differentiate how the above influences distort the data in customer surveys. | The vast majority of customer surveys will not differentiate how the above influences distort the data in customer surveys. |