Consistent service
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Customer satisfaction is affected by customer expectations about the service they will receive. If the customer service they receive is different from what they expected, there is always a danger that customer satisfaction will be lower than expected.
So many organisations try to deliver the same customer service, time after time, so that the service customers receive matches their customer expectations and this gives customer satisfaction.
This does not stop organisations from seeking continuous improvement when customer feedback tells them that there are particular changes to customer service that will increase customer satisfaction.
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