Content Strategy, UX Design
If a website or mobile app is designed to help users do something -- whether for business, pleasure or information, shouldn’t it, by definition, benefit that user? Most designers are aware of this principle; however they still struggle with utilizing it. Service quality, as a result, has become a relevant measurement of the success of a website or app. Service Quality is heavily based on the customer’s experience. The customer determines whether or not the service they received satisfied their initial expectations. Their experience will be what they base it on. If you want your customers to report better Service Quality, give them the experience they are looking for.