Services marketing

Delight beyond satisfaction

Through his vast knowledge and experience, Noriaki Kano—a world-famous quality guru, distinguished professor at the University in Tokyo, lecturer, writer and consultant—has developed a customer satisfaction theory best known as the Kano model. His rudimentary classification differentiates between basic and advanced attributes relating to the concepts of quality as perceived by customers.

Gabriela Mercore: 86 % of the Customers Are Satisfied with the Services Provided by Sofiyska voda


86 % of the customers are satisfied with the services provided by Sofiyska voda. The increase of the quality of the provided services is proved by 15% increase of satisfied customers compared to the previous year.