How to avoid the common Frustration Quotient
We’ve all experienced it. Something breaks with your computer/smartphone/telephone line/cable/anything else, and you have to contact the Help Desk. Or you’re billed incorrectly for one or more of said services, and you have to contact the Billing Department. Or worse, you don’t know exactly who you need to speak with, but you know you need help.
You take a deep breath and brace yourself as you dial. You know what you’re in for.
The phone rings and you’re prompted to put in your account number, or telephone number, or client number, or something else. Then, perhaps a further identification code. Next, you’re asked the type of issue you’re having. Next, you’ll be told how long your expected wait time. If you’re really lucky, you can still dial ‘0’ to get a real person. Most companies have gotten wise to this shortcut and disabled the ‘0’ feature, so you’re stuck in a queue.
At last, you’re speaking with someone! You explain your issue, but turns out, you don’t have the right person/department. You’re sent to a different person/department, perhaps multiple times. By the time you speak with an actual person who can help, your frustration is rising. Right now, your Frustration Quotient is likely very high.
The Frustration Quotient is a measurement of overall frustration, calculated as:
FQ = Irritation/Satisfaction
Your Frustration Quotient (FQ) is calculated by measuring your Irritation against your satisfaction. To determine these numbers, always score them from a scale of 1 to 10.
If your irritation from an experience is high, perhaps you’ll score it at 9. Then, after your not-so-pleasant experience, your satisfaction from the event is at 4. 9/4 = 2.25
Alternatively, let’s say it was a good experience. You score your irritation level at 3, your satisfaction at 9. 3/9 = 0.33
Or, let’s say it was a terrible experience. Your irritation was 9, your satisfaction 1. 9/1 = 9
Simply put, the higher the Frustration Quotient, the higher your frustration. The lower the score, it’s just a better experience.
Unfortunately, telecommunications companies consistently demonstrate the lowest customer experience satisfaction, and subsequently, the Frustration Quotient for customers is often very high. But we’re changing that. With Diallog’s commitment to a better telecom experience, we’re aiming to keep your FQ and your overall frustration low.
How do we do this?
At Diallog, we don’t believe in no complicated phone trees or no automated assistants, and we promise customers they’ll spend minimal time on hold.
Our people are backed by proprietary technology that empowers them to provide you with unmatched customer service. This will ultimately save you time, effort and frustration…and that’s as good as (often better than) money in your pocket! That, combined with our simplified, customized billing system, and the fact that we have Canada’s widest network, Diallog is a one stop telecom shop.