Imagine a situation where you are booking tickets and have submitted your payment details, while waiting for the confirmation message. But all of a sudden, a webpage error occurs and you have been charged for the tickets, although you haven't received any booking confirmation.

You call customer service to express your annoyance, but to your frustration, you are put on hold. You send them emails, but there is no answer. Annoying, isn't it?

Owing to the unpleasant experience, you might decide never to book tickets from the same website again.

A dissatisfied or angry customer is bad news for your business. And if you are not smart enough to understand or take note of that and address it, you will end up losing them.

By analyzing areas of high customer dissatisfaction, you will be able to make changes in your IT or business processes, to reduce the frequency of occurrences, which led to their frustration in the first place.

Below is a report depicting the areas with highest customer dissatisfaction.

For instance, there seems to be complaints regarding the ISP link. Maybe adding more load balancers or having a network monitoring tool to measure network performance, could avoid this.

Click here for the live report.