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Out of the box failure is a perceived failure that occurs immediately after the purchase of a product or service. It can be particularly damaging to brand value as it occurs just as customer expectations are likely to be high. The following are common types of out of the box failure.
Items that are broken or low quality such as food with a poor taste.ConfigurationItems that require a complex configuration before they perform to customer expectations. For example, a laptop that begins with an installation that asks customers technical questions such as whether their hardware is 32 or 64 bits.UpsellingItems that aren't fully functional without an additional purchase. Occurs when information such as advertising has given the customer the impression a base item is fully functional.
InterruptionGreeting a new customer with intrusive promotions such as pop up messages.Customer ServiceAn immediate failure of customer service. For example, a salesperson who is friendly in their pitch but cold and unresponsive after you buy.FeaturesFunctionality that doesn't meet expectations.Unpopular FeaturesUnpopular features such as a device that beeps in a distracting way.UsabilityUsability issues such as a touchscreen that doesn't respond to touch properly.BugsBugs such as errors or functions that don't perform to reasonable expectations.|
Type | Product FailureService Failure | Definition | A perceived failure that occurs immediately after the purchase of a product or service. | Related Concepts | |
Product Development
This is the complete list of articles we have written about product development.
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A guide to product development.
A checklist for developing a product strategy.
An overview of product differentiation.
The business difference between products and services.
A definition of moment of truth with a few examples.
A definition of product value with examples.
The difference between a product and a feature.
A definition of productization with examples.
A definition of target costing with examples.
A definition of market fit with examples.
The steps to develop and launch a new service.
A list of quality types.
The subtle difference between quality and value.
The common types of quality metrics.
The primary types of service quality.
The common types of experience quality.
A definition of critical to customer with examples.
An overview of design life with examples.
The common types of planned obsolescence.
The definition of quality objectives with examples.
A definition of credence quality.
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