The Guest Satisfaction Golden Triangle: Delivery, Attitude and Product
Delivery, Attitude and Product
The Relationship to Achieving High Customer Satisfaction 
 
The Guest Satisfaction Golden Triangle: Delivery, Attitude and Product by Dr. Dan Mount

In the service industry integrating perceptions on both Attitude and Delivery into the feedback process play a crucial role in achieving high customer satisfaction.  Looking simply at the value and quality of your products and services are no longer sufficient to measure satisfaction and increase loyalty.

Reaching the pinnacle of customer satisfaction requires a whole NEW approach--The DAP model, created by UniFocus.  

  • Delivery (efficiency) of service and
  • Attitude (friendliness) of the service providers
  • Product quality (perceived value) 
Breaking service into two equally important components in supporting the measurement of your systems and culture. 

Gain valuable insight into achieving higher customer satisfaction and drive more profitable volume with FocusED.

Please Click on Cover or this Link to download this article in FocusED.

For more information, please contact us at info@UniFocus.com or call 972-512-500.

FocusED Archives


2017 | Issue 2 - Applied Data Gives You the Power to Succeed! - Full issue
Read the individual articles:
2017 | Issue 1 - Managing Costs: The Challenge of Staying on Track - Full issue 
Read the individual articles:
2016 | Issue 2 - Cross-Utilization: Leveraging Your Workforce to Fill the Gaps - Full issue 
Read the individual articles:
2016 | Issue 1 - Minimum Wage Increase: Are You Prepared for the Ripple Effect? - Full issue 
Read the individual articles:
2015 | Issue 1 - Generate Performance: Unleash the Power of a Multi-Generational Workforce - Full issue 
Read the individual articles:
2014 | Issue 3 - Customer Satisfaction: The Eyes into the Soul of Your Organization - Full issue 
Read the individual articles:
2014 | Issue 2 - Engagement Drives: Productivity, Performance, Guest Satisfaction, Revenue - Full issue 
Read the individual articles:
2014 | Issue 1 - Spring Into Growth: Maximizing Productivity in 2014 - Full issue 
Read the individual articles: