Accuracy | Inaccurate product descriptionInaccurate manual or instructionsInaccurate product photosInaccurate color depictionsInaccurate serviceService staff say things that aren't true |
Aesthetics | Poor look and feelLooks cheapUnappealing colorsUnappealing smellsUnappealing designPoor taste |
Build Quality | Poor workmanshipManufacturing flawsMissing partsMisalignmentFlimsy SmellyDamagedMisprinted MispaintedComing apart |
Conformance | Lacks standards complianceLacks specificationsNot quality controlledProducts or services that are different every time you buy. |
Customer Experience | Late deliveryMakes unappealing sounds InconvenientFeels wrong |
Design | Design flawsNot accessibleLatent human error e.g. allows users to make tragic mistakes |
Durability | Breaks easilyBreaks when droppedDegrades quicklyNot water resistantNot weather resistantNot heat resistantEasily breaks with minor misuseLifespan is less than comparable products |
Efficiency | Consumes too much powerConsumes too many resourcesRequires regular repurchases to use Requires excessive maintenance |
Service Environment | UncomfortableClutteredUnstimulatingExcessive advertisingCliche interior designNoisy in a bad wayFeels unsafe Feels insecure e.g. flimsy door on hotel room |
Fairness | Unfair termsComplex and incomprehensible termsComplex and incomprehensible billsComplex and incomprehensible policies Unfair return policiesSnobberyExclusionary policiesBiasesDishonest Unfair chargesInaccurate billingFailure to immediately correct billing errorsCorruptFailure to deliver to promises |
Functions & Features | Lacks functionality or featuresExcessive features that get in the way of the user interface |
Fit for Purpose | Poor fitPoorly designed relative to product's purpose. |
Health & Safety | Dangerous productsUnhealthy products |
Information | Inaccurate informationInaccurate instructionsUnclear expiry dateLack of support materialsLack of information e.g. no delivery date for order |
Materials & Ingredients | Unhealthy ingredientsUnhealthy or unsafe materialsLow durability materialsSubstandard materials or ingredientsMaterials with low desirability e.g. a restaurant with plastic cups as opposed to glassware |
Packaging | Difficult to openDifficult to repackageToo many stickers / tapeUninformativeFlimsyDamagedUnprofessionalLooks cheapPackaging smellsPackaging is dangerousVisually unappealing Unrelated advertising on packageNot reusableNot recyclable |
Performance | Slow products and servicesUnavailable servicesUnstable servicesUnresponsive |
Productivity | Products and services that reduce your productivity.
Cumbersome interfacesHigh maintenanceLack of capabilitiesLack of configurationsLack of automationRequires too much inputOver-automation - a lack of user control |
Reliability | Often downInconsistent performance |
Security | Lack of physical securityLack of cybersecurityLack of data securityLack of secure authorization and authentication |
Service | Unfriendly UnhelpfulSlowUnresponsiveLack of product knowledgeUnprofessionalLow professional standardsUnprofessional appearanceViolates normsIntrusiveAggressive sales tactics SecretiveDishonestDismissiveDisrespectfulFailure to meet commitmentsMistakesErrorsOverchargesFailure to correct mistakesCombative or hostileBiased |
Useability | Difficult to learnDifficult to useDifficult to assembleLacks configuration optionsLacks flexibilityLacks interoperabilityDifficult to maintainDifficult to repair |
