Needs, Service Experiences and Outcomes

The three types of customer feedback are:

Customer needs

• Used to plan for and develop new services, or redesign existing services.

Customer experiences

• Used to improve service delivery, and determine if the service is being provided in ways that deliver customer satisfaction or dissatisfaction.

Customer outcomes

• Used to document the impact of the service on customers, evaluate the effect of the service and report on results. 

The links between customers’ needs, experiences and outcomes, and their relationship to service planning delivery, evaluation and reporting are summarised in the following diagram:

Figure 1:  Links between customers’ needs, experiences and outcomes