From Frustration to Satisfaction: The Case for Better Service Design
We’ve all experienced being stuck in a phone queue or searching for information online. These frustrations indicate poor service design. While only 1 in 10 dissatisfied customers voice complaints, many leave silently, sharing negative experiences. Understanding frustration versus dissatisfaction is key; frustrated customers feel powerless and less likely to seek resolution. Learn how effective service design can turn these frustrations into satisfaction and create experiences worth returning to. Read on!