Customer dissatisfaction is a customer who is unhappy with a product or service. This is commonly identified by simply asking a customer to rate their satisfaction on a scale. The following are common types of customer dissatisfaction.
FailuresFailure to deliver what was promised. For example, a product that doesn't match its product description.Failure to meet customer expectations. For example, a customer who expects that drinks are free on an international flight who finds they aren't free on a particular airline. This is one reason that firms tend to align to industry norms as customers satisfaction is based on what is expected as opposed to what is promised.
Failure to treat customers with common courtesy, listen and diligently work to serve their needs. For example, a passive aggressive customer service representative who intentionally tries to anger customers without breaking any protocol.Perceived quality shortfalls. For example, a children's toy that smells of chemicals may be perceived as low quality.
Usability issues that make products and services unpleasant to use. For example, a navigation system with a touch screen that seldom works on the first tap.
PerformanceThe performance of products, services and processes such as an unusually long wait for a beverage order at a restaurant.Pricing fairness such as a telecom company with a monopoly that is often hiking rates as it knows that customers have high switching barriers.
Products that fail to meet customer needs. For example, a media player that doesn't work with a variety of popular formats.
TrustA customer who doesn't trust a firm due to its reputation.
ValuesCustomers who are unhappy with a firm because it doesn't reflect their values. For example, an firm with a reputation for causing environmental problems.
This is the complete list of articles we have written about goals.
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An overview of customer experience with examples.
The definition of intangibility with examples.
The common types of value.
The definition of customer value with examples.
A guide to customer benefits.
A guide to customer journey maps with complete examples.
A complete guide to the five stages of the customer journey.
A reasonably complete guide to service experience.
The definition of unboxing with examples.
The practice of managing interactions with customers.
A list of common customer service objectives.
The definition of consumer services with examples.
A guide to customer relationships.
A complete guide to service design processes and practices.
The definition of service culture with examples.
The definition of high touch with examples.
The definition of proactive with examples.
Examples of customer service goals that use common metrics and measures.
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