Pain Points

Pain points are another way of describing problems that prospective customers experience, or in other words, places in service where customers are dissatisfied. Pain points = dissatisfaction.  Like any problem, customer pain points are diverse and varied. Pain points are a useful alternative descriptor for dissatisfaction as they make it clear that dissatisfaction causes emotional and physical distress, and is not just an intellectual or psychological state of the customer. Calling dissatisfaction pain makes the necessity to resolve the pain more acute, urgent and critical to the health of the service organization.