Customer expectations follow which hierarchy of needs, from low to high?

The correct answer is A. II, I, IV, III. There is a hierarchy of customer expectations in regard to product or service quality. It is similar in nature to Maslow's hierarchy of needs. The hierarchy of customer expectations follow the stages of basic (II), expected (I), desired (IV) and unanticipated (III). Only answer…

Define Phase

Question

Options

AII, I, IV, III
BIII, I, II, IV
CIV, II, I, III
DI, II, III, IV
IExpected

How the community answered

(20 responses)

A
90% (18)
D
5% (1)
I
5% (1)

Explanation

There is a hierarchy of customer expectations in regard to product or service quality. It is similar in nature to Maslow's hierarchy of needs. The hierarchy of customer expectations follow the stages of basic (II), expected (I), desired (IV) and unanticipated (III). Only answer a starts with II, and continues with the correct sequence.

Topics

#customer expectations#Kano model#voice of customer#needs hierarchy

Community Discussion

No community discussion yet for this question.

Full CSSGB Practice