Johnson's Industrial Pest Control Service wants to meet its customers' expectations with regard to the quality of service it provides.How should Johnson's identify these expectations?

Question

Quizplus · Accepted Answer

The most effective way for Johnson's Industrial Pest Control Service to identify customer expectations is to conduct market research. This will provide a direct understanding of what customers desire in terms of service quality, and help the company develop targeted strategies to meet those expectations. Management judgment may be biased or inaccurate, tracing existing service levels may not provide an accurate picture of customer desires, and stressing quality service or training employees better is not a method of identifying customer expectations, but rather a strategy for meeting them once they have been identified.

Johnson's Industrial Pest Control Service Wants to Meet Its Customers