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articles:customer_satisfaction_a_fallacy [2022/05/09 09:07] – [Is Customer Satisfaction: Do customers "really" know what they want?] rrandall | articles:customer_satisfaction_a_fallacy [2023/04/28 10:50] (current) – [How meaningful are customer satisfaction levels?] rrandall | ||
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- | ====== | + | ====== Customer Satisfaction: |
During 2020, there were 39.7 million firearm background checks... and an estimated 8.4 million " | During 2020, there were 39.7 million firearm background checks... and an estimated 8.4 million " | ||
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When a gun store owner was asked what the most popular weapons were, she responded "// | When a gun store owner was asked what the most popular weapons were, she responded "// | ||
- | 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" | ||
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The problem is… more often than not, it isn’t. Instead, it's the firearm that the salesman earns the most commission on. Or the store owner has the highest profit margin. | The problem is… more often than not, it isn’t. Instead, it's the firearm that the salesman earns the most commission on. Or the store owner has the highest profit margin. | ||
- | 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, “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. |
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+ | <WRAP center round info 80%> | ||
+ | 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 " | ||
+ | </ | ||
===== How meaningful are customer satisfaction levels? ===== | ===== How meaningful are customer satisfaction levels? ===== | ||
- | So is a customer satisfaction | + | Do customer satisfaction |
- | How often have you had " | + | How often have you had " |
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 | + | Perhaps the most dangerous of all... have you ever realized that you had slipped into denial after convincing yourself that something substandard was " |
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+ | The vast majority of customer surveys will not differentiate how the above influences distort the data in customer surveys. | ||
In the end, an educated consumer - making informed decisions - is the only truly happy customer. | In the end, an educated consumer - making informed decisions - is the only truly happy customer. |