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The professional customer those whom know exactly what they what and write it down and take the approval from all internal party, and if they didn’t ask extra after the work was started yes they could be satisfied100%.
We may deliver the requirements of customer to full marks in any project. But, this is only meeting the requirements. Not customer satisfaction.
This is highly subjective assessment which you must have seen in Customer satisfaction surveys. There are many reasons why customer will not be satisfied, eventhough customers needs are taken care.
When you reach out to multiple customers and conduct a survey, you will be suprised to see a customer satisfaction score of80%.....and you will be puzzling "what has gone wrong....?"
I have been involved in several customer satisfaction surveys and find how many reasons customer has got to say why he is not satisfied. Therefore, meeting all the requirements only will not satisfy customer. It can only make them "not dissatisfied!".
Best score for CS Index is85!! if you ar at90 you are world class!!
100% customer satifaction is not cost effective for more than99% of the customer base.
100% might be cost effective in some businesses in niech markets (e.g. Lexus owners) but I never experienced that.
Yes, but maintaining it is always the real challenge.
Yes, try Agile. Constant communication with the clients will give you ideas whether your project is going on the right path or side track.
