A lack of accountability from firms whereby they don't apologize, atone and try to improve after a failure.
A lack of features such as a bank that doesn't support cryptographic security keys for sign in.
A lack of privacy such as a service that requires much personal information to order a concert ticket.
A lack of respect such as a service rep who talks down to the customer.
A perceived violation of trust such as a bank that suddenly increases fees or rates without any apparent justification.
A service that requires much learning / time investment to perform simple tasks.
Attempts to upsell or cross-sell instead of addressing the customer's request.
Automated customer service that asks dozens of questions but never gets you any closer to a solution.
Being asked the same question many times.
Being directed to non-preferred channels. For example, a customer who rarely makes a phone call who needs to call customer service.
Decision fatigue such as overly complex product and service features that make a satisfying choice difficult.
Devices that can't be repaired / upgraded.
Dumbing down of information such that it is obvious or useless.
Excessive marketing / pushy offers.
Excessive product change such as a shampoo that is often changing its formation and design.
Failure to meet commitments / promises.
Firms that claim they are unable to solve problems such as incorrect charges.
General incompetence such as a service that asks for feedback the first second you ever visit it.
High costs and price instability.
Inability to integrate things / get things working as one.
Incomprehensible or incorrect bills.
Incomprehensible terms of service.
Inconvenient paywalls whereby a large number of providers demand that you join a service.
Inefficiency such as a printer that demands a new cartridge after printing a few dozen pages.
Insufficient information security.
Lack of backward compatibility whereby a service upgrade results in the loss of old settings, data or documents.
Lack of comfort such as a flight with cramped seating.
Lack of consistency such as a restaurant with highly variable quality.
Lack of high touch services such as a technology company that has almost completely automated customer service.
Lack of self-service tools.
Late / slow delivery.
Long wait times for service.
Managing a large number of different points / rewards programs such that they become an annoyance as opposed to a benefit.
Missing configuration / unable to customize.
Non-standard practices such as a service that makes you pick a password according to bizarre rules.
Orders that never arrive.
Over-personalization whereby a service keeps changing based on your every action.
Overcommunication such as a service that follows up or asks for feedback too often.
Overly verbose / indirect information.
Poor quality items
Pop-ups and other disruptions to flow.
Products and services that aren't explained in detail.
Products that are slow to upgrade such as a game platform that seldom upgrades consoles.
Products that don't match descriptions.
Products that don't perform as expected.
Questions not answered in an informative way.
Services aren't compatible with third party offerings.
Services or agents that fail to represent the customer's best interests.
Services that are self-absorbed such as an app that makes you page through dozens of news items about the app every time you use it.
Services that are slow.
Services that demand constant updates such that they lack stability.
Services that do not allow the customer to control things.
Services that go offline for periods of time.
Services that increase prices after joining.
Services that lock the customer in.
Services that quickly delete data such as a bank that only maintains 13 months of transaction history.
Services, software and devices that are unstable such that they crash.
Things that are difficult to use.
Things that are out of stock.
Too little information such as hundreds of records that must be displayed 5 at a time.
Too much information such as a restaurant that explains how the restaurant works when this is obvious.
Unable to access desired content such as news, media, films and music.
Unable to find a color, style or size.
Unable to find product or service that has a function or feature.
Unfriendly customer service
Unprofessional / unhelpful customer service.
Variable costs such that usage needs to be carefully monitored.
Vendor lock-in whereby it is difficult to leave a product or service.
|Overview: Customer Issues|
|Definition (1)||A negative customer experience, negative customer perception or specific problem with a product or service.|
|Definition (2)||An unmet customer need.|