Consider your recent experiences as a consumer. Provide an example of a service encounter where the quality met your expectations, as well as an example of one where you were not satisfied. Remember, this is for a service, not a product (you will not receive points for this discussion if you do not discuss a service).

Please keep in mind this discussion should not to be used to vent frustrations or criticize a business. Even the most successful businesses can not keep all customers happy 100% of the time. It is more important to hear about what was done to alleviate the situation. With that said, when referring to bad experiences, you do not need to mention specific business names (especially if they are locally owned), unless the end result was positive.

Good experience:

• What were your expectations of the service?
• How were these expectations developed? For example, word of mouth, previous experience, online reviews, etc.
• What did this company do to meet your expectations?

Bad experience:

• What were your expectations of the service?
• How were these expectations developed? For example, word of mouth, previous experience, online reviews, etc.
• What was the reason for leaving unsatisfied?
• If you complained:
  • How did you do so?
  • Were any measures taken to rectify the situation?
  • How did this response affect your perception of the company?
  • Are you willing to give the company another chance?
• If you did not complain:
  • Why did you decide not to?
  • Why do you think customers choose not to complain?
  • How did the unmet expectation affect your perception of the company?
  • Are you willing to give the company another chance?
• Based on your experience, how do you think management make the operation more efficient and customer-oriented?