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Understanding Who Your Customers Are, Customer Satisfaction: Managing What Matters Their Needs and How to Keep Them 4 - 9 Handling Customer Expectations and Perceptions Organization: _______________________________ Date: ___________ Person Conducting Assessment: __________________________________________ Yes No Sometimes The organization seeks to regularly identify the expectations and perceptions of customers. ______ ______ ______ The organization regularly evaluates how well its products or services are meeting customer expectations and perceptions. ______ ______ ______ The organization implements standards of performance in providing its products or services to customers. ______ ______ ______ The organization regularly reviews product and service claims to make sure they are consistent with what is being delivered. ______ ______ ______ The organization uses customer complaints to strategically identify problem areas. ______ ______ ______ The organization regularly studies its competitors to determine other expectations and perceptions. ______ ______ ______ The organization regularly conducts research on direct and intermediate customers to gain in-depth information about expectations.. ______ ______ ______ The organization regularly conducts studies on key customers to gain in- depth information concerning expectations. ______ ______ ______ Page Total: ______ + ______ + ______= __________________________________________________________________________ Handling Customer Expectations and Perceptions (Continued) Yes No Sometimes The organization holds customer meetings to provide a continuous source of information on customers’ changing expectations.. ______ ______ ______ The organ