Customers who experience service failure but subsequently receive excellent service are frequently more satisfied than they were before the failure.

Question

Quizplus · Accepted Answer

This is known as the service recovery paradox, where customers who have experienced a service failure but then receive excellent service to resolve the issue may actually end up more satisfied than if there never was a problem in the first place. The way a company handles a service failure can have a significant impact on how the customer perceives their overall experience.

Customers Who Experience Service Failure but Subsequently Receive Excellent Service