The usability of a date selection box on a travel booking site., The taste of food at a restaurant., The consistency of food at a restaurant from one day to the next., A flight attendant who has a friendly and calm personal presence., Banking customer service that patiently takes time to explain to a novice user how to set up a bill payment., How an ecommerce site responds when you report a problem with an order., The turnaround time of an ecommerce site when you ask how a discount works., An airline that is informative and candid when it informs customers that a departure will be delayed., An airline that gives you points to apologize for a late bag., A streaming media service that is fast_,_ stable and reliable., A voice assistant that often understands what you say., A waiter who is attentive without being overly intrusive., A mobile app that pops up offers that interrupt your flow., A mobile game that insists that you page through all the news that you have missed since you last opened the app., A website that often pops up tips about how to use the site., The general ambiance of a hotel lobby., A loyalty program that is easy to join that provides direct discounts such that it is immediately rewarding., The social atmosphere of a night club., A dentist with a professional_,_ patient and friendly demeanor., A retail environment where staff have personal conversations as they largely ignore customers in a busy store., A fashion retail location where staff have attitude such they are unkind to customers they perceive as unfashionable., A bus driver who is diligent such that they drive reasonably safely., A waiter who remembers your regular drink order., An operating system with a large number of intuitive configuration options that give you control of your devices., A streaming media service that asks you to rate things but doesn't reveal ratings in return., A hotel with an assortment of luxurious pillows in every room., A department store with spotlessly clean restrooms., An ecommerce site that is often out of stock of regularly purchased items such that customers begin to find the site inconvenient., A hardware store that always keeps a stock of construction essentials such as 2x4s that professional contractors regularly need to buy., A cafe with unusually comfortable and unique furnishings., A cafe with much legacy and feel because it has been open continuously since 1922., An internet provider with clear bills that are easy to understand and never inaccurate., A snowboard shop with staff who are helpful and unusually knowledgeable about the sport and the equipment they are selling., A bowling alley that plays lively music with neon lighting on Friday nights., Software that is bloated with hotkeys and gestures that users often trigger unintentionally. | The visual branding of a coworking space that feels hardy, industrial and solid. |
| Overview: Service Experience Examples | ||
Type | ||
Definition | The end-to-end experience of purchasing and using a service from the perspective of the customer. | |
Related Concepts | ||
