Every contact that we have with your customers is critical.

The Kano model (developed by Dr Noriaki Kano) looks at the different attributes of a product or service and their effect on customer satisfaction. The model distinguishes between three categories;

  1. Basic requirements (customer expects as a given), For example, answering the phone when the customer rings.

  2. Performance requirements (will raise customer satisfaction) For example, length of time it takes to get through or being able to answer the query.

  3. Excitement requirements (can create customer delight). For example a personal touch or a specific consideration of a customer’s needs.

We strive to deliver Excitement every day in the contact that we have with your customers.