Poor product quality. | Unfriendly, unhelpful or unprofessional service. |
Staff with limited knowledge or power to help. | Firms that are antagonistic towards customers. |
Slow service and response times. | Inaccurate orders. |
Out-of-stock items. | Lack of flexibility. |
Unfair pricing or terms. | Lack of variety and selection. |
Loyal customers pay more than new customers. | Crowding and waiting. |
Overly aggressive sales and service. | Delays and cancellations. |
Perceived impoliteness and disrespect for the customer. | Lack of cleanliness. |
Unreliable products and services. | Poor usability. |
Lack of configuration options. | Uncomfortable environments. |
Lack of functions and features. | Inadequate amenities. |
Inconvenient services and self-service options. | Poor taste, smell or sound such as noise. |
Lack of information. | Inconsistent products and services. |
Poor product performance. | Low capacity products such as short battery life. |
Errors and mistakes. | Firms that are perceived as overly political or preachy. |
Firms that are perceived as having a negative impact on people and planet. | Lack of pricing transparency, consistency and stability. |
Product descriptions that create ambiguity. | Service outages or poor coverage areas. |
Language accessibility such as forcing a language based on location. | Being locked-in to a contract or service that’s difficult to cancel. |
Insufficient personal attention and support. | Insufficient self-service options. |
Changes to products that are perceived as making the product worse. | Confusing terms and conditions. |
Products that aren’t intuitive or that are difficult to use. | Products that are dumbed-down with a lack of powerful features. |
Quality defects. | Low quality materials. |
Safety and security concerns. | Issues of size, weight and portability. |
Dissatisfaction with style and aesthetics. | Low quality packaging. |
Failure to meet commitments | Firm perceived as inauthentic and fake. |
