Understanding dissatisfaction is the path to unlocking greater satisfaction. Identifying, weighting, prioritizing, and addressing customer pain points provides a roadmap to transform drivers of dissat into customer delight.
 
Across the hundreds of Paradoxes studies, we’ve identified the following common drivers of dissatisfaction, ways to address these drivers, and methods to listen for them.

 

Common dissatisfaction drivers

Imbalanced price/value
      • Premium prices set high expectations and low tolerance for flaws
      • Cost not justified by perceived value
      • Lags behind competitors in innovation/value
      • Lack of pricing transparency – hidden pricing, price complexity, and difficulties modifying or exiting contracts
      • Transactional relationships – prioritizing sales over customer care undermines long-term trust and partnership
Poor product experience
      • Poor usability, dated or cluttered UI
      • Inefficient end-to-end customer journey; Takes too long; Too many clicks
      • Death by a thousand papercuts – small frustrations add up
      • Feature overload/bloated software
      • Unreliable performance/downtime
Lack of care
      • Lack of user confidence
      • Lack of, outdated, or inaccessible onboarding/training materials
      • Inaccessible, inconsistent, slow, and/or impersonal customer support
      • “Buy and bye” – No post-sale engagement or proactive outreach until renewal
      • No customer feedback loop, or feedback goes ignored

DISSAT drivers and their antidotes

Ways of listening to identify DISSAT

  • Conduct customer interviews, surveys, and usability testing
  • Be your customer – test or secret shop your end-to-end customer journeys
  • Use internal telemetry data and predictive analytics to identify risk signals for churn or frustration
  • Analyze support logs, tickets, online community feedback
  • Enable customers to share videos of frustrating experiences, prioritize, and triage these issues

How Paradoxes can help

Paradoxes has refined its multi-method listening tools to identify, weight, and prioritize your customers dissat drivers. We have partnered with many of the world’s leading B2B SaaS, cloud and social media brands to transform their dissat drivers into customer delighters.

What our clients say

“Paradoxes helped us identify customer pain points across the areas of product, pricing, and customer care, prompting conversations to realign priorities based on real user needs.”

– Leading marketing automation platform

“Through usability testing, Paradoxes uncovered numerous customer friction points that were
obstacles to task completion, guiding future product design choices.”

– Leading social media company

“Paradoxes identified an incongruence between premium price position and product value,
informing key positioning and packaging decisions.”

– Leading B2B SaaS company

Click here to take the first step with Paradoxes.