15:46 Nov 10, 2011 

Satisfaction Breakpoint Studies
To aid in developing models of customer satisfaction, it is often desirable to conduct a Satisfaction Breakpoint Study. In the customer's mind there can be "breakpoints," levels of service/quality where satisfaction shifts strongly from good to bad. There are also levels of performance among which consumers are relatively indifferent. Breakpoints are the places to focus efforts on quality improvement; areas of indifference are opportunities for reducing unnecessary expenditures. We help you distinguish between attributes for which attempting to increase satisfaction by exceeding customer expectation levels can be quite valuable, and attributes for which little would be gained even with sizeable expenditures