Question

Difference between customer satisfaction and delight

Answer 1

Answer:

While satisfaction is about meeting customer expectations, delight involves surpassing it and taking the entire experience to an emotional plane. A delighted customer is less likely to go to a competitor as against a satisfied customer. 2. Loyalty: Delight is an emotion that one would want to experience more than once.

Answer 2

Customers' perceptions of service are based on how the experience matches their expectations: Satisfactory service occurs when expectations are met. Delight occurs when service exceeds expectations