Definition of Customer IssueCustomer dissatisfaction with products, services, orders, customer support and related experiences including relatively serious problems such as overbilling or product safety issues.
Customer issues can relate to the product or service itself, specific orders, customer support, usability or more serious consumer issues such as recalls. The following are common examples of customer issues.
Product Issues
Product issues are mostly related to product quality and performance. This is often rooted in customer expectations whereby products don't match descriptions, images or the customer understanding of how the product should look and function. As such, some product issues can be addressed by being candid, honest and authentic in your descriptions and depictions of products.
Service Issues
Services are quite diverse and include things like hospitality, professional services, personal services and digital services. However, issues with these different types of services can be similar in many regards. For example, a restaurant that doesn't respect your time leaving you waiting inexplicably for long periods can resemble problems with a digital service such as extended downtime or slow loading times.
Customer Service Issues
Customer service relates to support, assistance and any interactions you have with staff. Ironically, this process that is intended to solve customer issues is a common source of issues itself. These vary widely but include scenarios that are familiar to every customer such as being pushed towards automated support that asks questions but produces no actual solution to your problem.
Order Issues
Problems with a specific order, subscription or transaction. These include extended processes related to an order such as returns or issues submitting the order itself such as an error at checkout for an international order.
Usability Issues
Problems related to using the product or service. It is common to spend a lot of time with a product or service such that seemingly minor issues of usability may be significant to the customer. For example, a mobile app that displays no visual cues when you submit information such that you resubmit and it processes this as a duplicate submission. This type of flaw can have major impacts for the customer over time.
Consumer Issues
General problems with the conduct of a firm including several issues that may be covered by consumer protection regulations.
