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Satisfaction vs. Sentiment

Have you ever filled in one of those, ‘we value your feedback’ customer satisfaction surveys at the end of a meal or a service call? Businesses use them to determine how customers rate the services they provide. The theory being that satisfied customers are the end game. Deliver on expectations and people will surely come back — and send their friends.

In a world of infinite choices customer satisfaction is no longer the gold standard. It’s the minimum requirement, the ticket of entry, something we have come to expect. And most businesses want to deliver on expectations.

Satisfaction is the metric of business mechanics, the systems and processes, the operations and moving parts. But beyond that is sentiment — how do you feel about the how the business treated you? Sentiment is the pulse of business and a brands heart and soul. Satisfaction can be measured with tick boxes while sentiment is perceived and felt. The distinction is the difference between a service that works and one that we feel we couldn't live without.

As customers, we demand to be satisfied and if dissatisfied we know we can vote with our feet. But what we long for deep down is something that we can’t and don’t articulate. The unexpected. Surprise and delight, the feeling of experiencing something more than was anticipated. Something that can’t easily be measured.

At Select/Plan Real Estate customer/client satisfaction is important to us — so important that it determines how much you pay us. But we don’t just deal in expectations. We immerse clients in the process of selling their home to deliver unexpected experiences that change hearts, not minds.

The opportunity of a more rewarding sale of your home — both financially and emotionally — is open to you.

January 5, 2015 in Feeless Real Estate | Permalink