One-third of all service problems are caused by the customers, but with the increasing shift to self-service technologies, this percentage will be lowered.

Question

Quizplus · Accepted Answer

The shift to self-service technologies may not necessarily lower the percentage of service problems caused by customers, as these technologies can introduce new challenges and complexities that customers may struggle with, potentially maintaining or even increasing the rate of customer-caused issues.

One-Third of All Service Problems Are Caused by the Customers