Customer complaint behavior

Customer complaint behavior drop zone empty.

Point$-$of$-$purchase surveys

Point$-$of$-$purchase surveys drop zone empty.

Zone of tolerance

Zone of tolerance drop zone empty.

Voice$-$of$-$customer program

Voice$-$of$-$customer program drop zone empty.

Inexpensively collects customer's service perceptions in the process of exchange

Identifies the area between the desired and minimum standard of acceptable service based on five service dimensions

Systematically collects customer inputs and integrates them into managerial decisions

Analyzes the unfulfilled needs of customers in regards to their perceptions of the performed service used to modify future performance