Re: Fibre broadband activation failed (FTTP) - Is this the worst service ever?
We all understand that for each unhappy customer there are many more that had no issues. This is, for some providers, the comfort they need to keep focusing on the happy path and being crappy dealing with exceptions or unpredictable issues. In their mind, the goal is to maximize the % of cases that follow the happy path.
This is correct. However, they miss the other important point: exception cases are the ones that lead to clients verbalising their issues publicly. So they need to work out how to deal with exceptions better.
As I said, I can understand the technical complexities. What I don't get is the lack of consistency.