Is customer perception a thing?

Customer perception is an area many do not consider, however a customer service survey will always ask the customer to rate the service they received.

Asking a customer to rate a service will no doubt force the customer to consider comparisons.

In most cases, the customer will benchmark against retail, Why? because it is the area they have the most interaction and experience.

Lets consider retail as a benchmark for a moment, over the last 5 to 10 years we have witnessed a change in how we shop.

The experience has become more flexible, instant and empowering for the customer. Deliveries on the same day or next day of order, Online ordering, Chat houses and complaint channels has set a bench mark for all service providers to perform too.

Why would a customer accept a 28 day lead time to fix a leaking tap when the retail benchmark sets a almost instant expectation

Service providers will struggle to keep up with the growth of the retail providers, however, we can learn lessons and set visions based on these industries.

We live in a world of almost instant gratification. With social media and online channels becoming a major part in the way we live, all industries need to stay ahead of the curve, this does not exclude the Housing Sector.