If your service delivery isn’t meeting customer expectations, the bigger failure isn’t your service—it’s your silence. Customers hold the blueprints to your evolution, but if you’re not actively mining their feedback, you’re stuck in a cycle of guesswork. Here’s the hard truth: no feedback means either your customers don’t care enough to tell you, or you’ve made it too painful for them to bother. Both are dangerous. Feedback isn’t data—it’s trust in action. Disrupt the status quo: turn complaints into conversations, silence into signals, and frustration into innovation. The greatest competitor you face isn’t another brand—it’s your unwillingness to listen, adapt, and transform fast enough.

The question would become how do you know you are not meeting customer expectations? Essentially you need to ensure an effective process for listening, this must be centred on measuring the desired experience in terms of Success, Effort and Emotion in like with your Reason to exist as a company. You may have a KPI to resolve queries in 1 day, rather than just measure this you also need to ask the customer, was this dealt with in an acceptable time. If there is a disconnect here between the KPI and the expectation it may be worth a deeper look.

From my understanding , If your service isn’t meeting expectations, you might not be hearing enough from your customers because feedback helps you understand what's going wrong and where to improve. Make sure you're actively asking for and listening to their thoughts. Without this input, you could be missing out on ways to better meet their needs. thank you

Facilite o Acesso ao Feedback Ofereça múltiplos canais: pesquisas pós-serviço, e-mails, chats ou QR codes para feedback rápido. Solicite Feedback Proativo Peça feedback diretamente durante interações, mostrando interesse genuíno em melhorar. Monitore Sentimentos nas Interações Use ferramentas de análise de sentimentos para identificar sinais de insatisfação em tempo real. Aja e Informe Implemente melhorias com base no feedback e comunique aos clientes que suas opiniões geraram mudanças.