---
Title: "What Are Customer Expectations? Types and Examples"
Url: "https://computer.io/glossary/customer-expectations"
Topic: "Customer experience"
Description: "Customer expectations are what customers assume they'll get, such as speed, accuracy, personalization and respect. Types and how to meet them."
---

# What are customer expectations?

Customer expectations are the standards customers assume a company will meet, such as how fast it responds, how easy it is to get help, how accurate and personal the answers are, and how fairly problems are handled. They are shaped by past experiences, promises, competitors and the best service customers have had anywhere.

## Common expectations

| Expectation | Example |
| --- | --- |
| Speed | Instant answers for simple questions |
| Availability | Help outside business hours |
| No repetition | Context carried across channels |
| Personalization | Answers based on their account |
| Competence | First-contact resolution |
| Transparency | Honest timelines |

## How expectations are formed

Past experiences, word of mouth, marketing promises, and comparisons with leading brands in any industry.

## Exceeding expectations

Proactive updates, fixing issues before customers notice, and small personal touches.

## FAQ

### How are customer expectations formed?

Through past experiences, brand promises, peers and the best service customers have experienced elsewhere.

### What does it mean to exceed customer expectations?

Delivering more than the customer assumed, such as faster, more personal or proactive help.

### How do AI and automation change expectations?

Customers now expect instant answers for simple issues and easy access to a person for complex ones.

## Related terms

- [Customer perception](https://computer.io/glossary/customer-perception)
- [Customer satisfaction](https://computer.io/glossary/customer-satisfaction)
- [What are the latest trends in customer service?](https://computer.io/answers/what-are-the-latest-trends-in-customer-service)

## How Computer helps

- [Customer agent](https://devrev.ai/solutions/customer-agent)

## Further reading

- [Customer expectations](https://devrev.ai/blog/customer-expectations)
- [Customers expect personalization with ai](https://devrev.ai/blog/customers-expect-personalization-with-ai)