Service Satisfaction

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Across
  1. 3. A company’s public promise to fix failures fast and fairly — builds trust and accountability.
  2. 5. The actual experience delivered to the customer, compared against expectations.
  3. 7. The total financial worth a customer generates over their entire relationship with a brand.
  4. 8. Type of service guarantee with no fine print, excuses, or exceptions.
Down
  1. 1. The emotional and behavioral attachment that drives repeat purchase and advocacy.
  2. 2. What customers hold before the service — the benchmark against which satisfaction is judged.
  3. 4. The human element customers remember most during service recovery — more than any policy.
  4. 6. When dissatisfied customers leave quietly without complaining, hiding the real reason for defection.