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"Uncertainty is a common source of anxiety, resulting in dissatisfaction," is an assumption. When I sign up for a new service, I'm not thinking about outages. C
by FreshCode 14y ago
"Uncertainty is a common source of anxiety, resulting in dissatisfaction," is an assumption. When I sign up for a new service, I'm not thinking about outages. Conventional wisdom says that reliable services that are always online would be perceived as being more trustworthy than those which go down. It is a paradox because an occasional outage correctly handled results in greater customer loyalty than if no outage occurs, ever. Yes, there will be tipping point where the inconvenience of too many outages, even if handled well, will outweigh any loyalty gained from recovery.
- bradleyland 14y agoIt's not an assumption at all. Anxiety is well understood to have negative emotional effects. I wholely disagree with the "I'm not thinking about outages" point. It's natural -- responsible, even -- to consider the "what if" any time you're introducing a new dependency on a service. You may not consider it consciously, but even the most reliable services we use fail us sometimes. It would seem impossible not to develop this sense at some level. > Conventional wisdom says that reliable services that are always online would be perceived as being more trustworthy than those which go down. That's not conventional wisdom, it's naivety. 100% reliability doesn't exist over any significant time scale, thus the assertion of this particular "conventional wisdom" is a wisdom that no one has developed. If it is anything, it is a conventional misconception. We might tell ourselves this with our consious minds, but we are all weary of the risk of failure at some level.