Only So Much Satisfaction To Go Around?
from the zero-sum-game dept
Apparently, Nokia is somehow “losing ground” because other handset makers are getting better satisfaction ratings. Now, Nokia’s problems in selling handsets have been well documented. They’ve been losing a significant amount of market share to other handset makers who have clearly done a better job anticipating (guessing?) what consumers would want. However, to suggest that Nokia is “losing ground” because others have improved their own satisfaction ratings makes no sense. The study does not say that Nokia’s satisfaction ratings have dropped, only that other handset makers now have similar satisfaction ratings, and somehow this is interpreted to mean that Nokia has screwed up. Apparently, the study writers and the reporters who wrote the article about it believe there’s only a limited amount of customer satisfaction to go around, and if others are getting more, they must be taking it at the expense of Nokia.
Comments on “Only So Much Satisfaction To Go Around?”
There are a limited number of customers. Therefore there is a limited amount of customer satisfaction, given any kind of measurable (i.e. 1 to 10) scale.
Re: There is
Satisfaction is not a zero sum game. If one customer gets more satisfaction it doesn’t take away from any other.