What effect does a less-than-perfect delivery have on overall Sales Satisfaction Index (SSI) scores?

A less-than-perfect delivery directly impacts customer perceptions and experiences, leading to dissatisfaction that can significantly lower Sales Satisfaction Index (SSI) scores. The SSI is designed to evaluate how well sales processes and fulfillment meet customer expectations. When a delivery falls short—whether it's delayed, incomplete, or otherwise unsatisfactory—it negatively affects the overall experience of the customer.

Customers often prioritize timely and accurate delivery, especially if they have made a purchase based on specific expectations. Therefore, if these expectations are not met, it can lead to frustration, disappointment, and a decrease in overall satisfaction, thereby causing the SSI scores to drop. This underscores the importance of delivering a seamless experience during the purchasing process: when deliveries are imperfect, it reflects poorly on the entire transaction and diminishes the overall customer satisfaction rating as captured by the SSI.