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articles:customer_satisfaction_a_fallacy [2022/05/09 15:51] – [Customer Satisfaction: Do customers "really" know what they want?] rrandallarticles:customer_satisfaction_a_fallacy [2023/04/28 16:50] (current) – [How meaningful are customer satisfaction levels?] rrandall
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-According to one popular gun store owner, in 2020, the most popular handgun brand sold was a [[https://us.glock.com/en|Glock]]. The most returned handgun was... a Glock. When questioned about the return, customers stated that the Glock brand had been recommended by a friend who owned one. And the reason for the return was that the customer didn't realize that the gun didn't have a "Safety". \\ +According to one popular gun store owner, in 2020 the most popular handgun brand sold was [[https://us.glock.com/en|Glock]]. The most returned handgun was... a Glock. When questioned about the return, customers stated that the Glock brand had been recommended by a friend who owned one. And the reason for the return was that the customer didn't realize that the gun didn't have a "Safety". \\ 
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-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 "Safety". +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 "Safety". The "key" word here is "experienced". 
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 Do you ever tell your friends that something you purchased is "Great" - because you're too embarrassed to admit that you made a poor choice? Do you ever tell your friends that something you purchased is "Great" - because you're too embarrassed to admit that you made a poor choice?
  
-Perhaps the most dangerous of all... have you ever realized that you had slipped into denial after convincing yourself that something substandard was "excellent"? This most often occurs when a substandard product is promoted as being "exclusive" and only purchased by the most discerning of customers (indicating a high social status)... and sold at an inflated cost.+Perhaps the most dangerous of all... have you ever realized that you had slipped into denial after convincing yourself that something substandard was "excellent"? This most often occurs when a substandard product is promoted as being "exclusive" and only purchased by the most discerning of customers (indicating a high social status)... and sold at an inflated price.
  
 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.