Customer Satisfaction Triangle

29 November 2021

Customer Satisfaction Triangle

The triangle identifies and links three key factors that together make the most impact on customer satisfaction: service, support and staff...

The customer satisfaction triangle shows the three key factors that together create customer satisfaction. The first is the quality of the service or product wanted by the customer. Service, as in advice, or product, as in a repaired lock fitted to a door. The second, support, refers to everything between the service or product and the customer that either helps the customer get or use the service or product, or gets in the way. For example, instructions on how to assemble a shelf; or directions from the car park to the main entrance. The third is staff: how well the customer is treated by the staff providing the service or product.

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