Why is it that in America, where service expectations run so high and where people complain in an instant over bad service, they have no real service design industry to speak of? Whilst in the UK, where people will traditionally suffer in silence before complaining, we have a burgeoning little service design sector?
Hypothesis 1: the US have other techniques for engineering good service, less reliant on design thinking
Hypothesis 2: US service expectations have been invading the UK for years, leading to a greater demand for good services and reduced fear to complain when they are bad.
Hypothesis 3: it’s all about government funding, and right now the UK government is banging on about customer-centred public services, hospitals having to measure patient happiness and seeking out sexy techniques to help.
I’d be interested in the views of others in this.