{"id":251738,"date":"2020-11-11T00:00:00","date_gmt":"2020-11-11T05:00:00","guid":{"rendered":"https:\/\/www.servicexrg.com\/blog\/track-defects\/"},"modified":"2026-01-16T11:54:04","modified_gmt":"2026-01-16T16:54:04","slug":"track-defects","status":"publish","type":"post","link":"https:\/\/www.servicexrg.com\/blog\/track-defects\/","title":{"rendered":"Support Imperative: Track and Report Defects"},"content":{"rendered":"<div class=\"et_pb_row_inner et_pb_row_inner_0\">\n<div class=\"et_pb_column et_pb_column_4_4 et_pb_column_inner et_pb_column_inner_0 et-last-child\">\n<div class=\"et_pb_module et_pb_text et_pb_text_0 et_pb_text_align_left et_pb_bg_layout_light\">\n<div class=\"et_pb_text_inner\">\n<p class=\"p-lead\">If a customer took the time to report an issue, Support has the obligation to document this event.<\/p>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n<div class=\"et_pb_row_inner et_pb_row_inner_1\">\n<div class=\"et_pb_column et_pb_column_4_4 et_pb_column_inner et_pb_column_inner_1 et-last-child\">\n<div class=\"et_pb_module et_pb_text et_pb_text_1 et_pb_text_align_left et_pb_bg_layout_light\">\n<div class=\"et_pb_text_inner\">\n<h2>Defect or Design?<\/h2>\n<p>Many technology vendors define defects based on internal definitions and design specifications and not necessarily on customers\u2019 perceptions of an issue that they perceive to be a limitation.<\/p>\n<p>In some instances, a perceived defect is a legitimate product limitation and other cases is caused by user error, improper configuration, or a combination of non-defect related circumstances.<\/p>\n<p>Whether or not the root-cause of an issue is truly a defect as classified by Engineering, what matters most is what the customer perceives.<\/p>\n<p>If a customer perceives that a product is defective it will affect the tenor of the support transaction; will possibly influence a customer\u2019s satisfaction with a support transaction; and may have broad implications for the relationship between the company and the customer.<\/p>\n<p>See the article titled\u00a0<a href=\"https:\/\/www.servicexrg.com\/blog\/customers-think-that-your-products-are-buggy-now-what\/\">Customers think that your products are buggy \u2013 Now what?<\/a><\/p>\n<h2>Support Imperative: Track and Report Defects<\/h2>\n<h3>If a customer took the time to report an issue, Support has the obligation to document this event.<\/h3>\n<p>Carefully and fully document defect related cases and the associated impact on customer satisfaction, future product purchases and subscription renewal rates to detect early indications that product defect rates are impacting the future of customer relationships.<\/p>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n","protected":false},"excerpt":{"rendered":"<p>Support Imperative: Track and Report Defects. If a customer took the time to report an issue, Support has the obligation to document this event.<\/p>\n","protected":false},"author":4,"featured_media":251739,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"content-type":"","footnotes":"","_wp_rev_ctl_limit":""},"categories":[27,46,50],"tags":[89,128,79,37,129,91,98,121,122,33,123,124],"class_list":["post-251738","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-insights","category-support","category-scale","tag-case-management","tag-crm","tag-csat","tag-customer-support","tag-effectiveness","tag-efficiency","tag-escalation","tag-fcr","tag-first-contact-resolution","tag-metrics","tag-time-to-resolution","tag-ttr","post_outcome-retain-customers","post_outcome-success","post_activity-migration","post_activity-prevent-issues"],"acf":[],"_links":{"self":[{"href":"https:\/\/www.servicexrg.com\/wp-json\/wp\/v2\/posts\/251738","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.servicexrg.com\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.servicexrg.com\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.servicexrg.com\/wp-json\/wp\/v2\/users\/4"}],"replies":[{"embeddable":true,"href":"https:\/\/www.servicexrg.com\/wp-json\/wp\/v2\/comments?post=251738"}],"version-history":[{"count":8,"href":"https:\/\/www.servicexrg.com\/wp-json\/wp\/v2\/posts\/251738\/revisions"}],"predecessor-version":[{"id":254953,"href":"https:\/\/www.servicexrg.com\/wp-json\/wp\/v2\/posts\/251738\/revisions\/254953"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.servicexrg.com\/wp-json\/wp\/v2\/media\/251739"}],"wp:attachment":[{"href":"https:\/\/www.servicexrg.com\/wp-json\/wp\/v2\/media?parent=251738"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.servicexrg.com\/wp-json\/wp\/v2\/categories?post=251738"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.servicexrg.com\/wp-json\/wp\/v2\/tags?post=251738"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}