The Service Recovery Paradox

The Service Recovery Paradox is a concept in customer service where a customer who experiences a problem or mistake with a company’s service, but then receives a prompt and effective solution, ends up more satisfied than if no issue had occurred initially. In other words, how a company handles a problem can turn a potentially negative experience into a positive one, strengthening customer loyalty. When issues are addressed well, customers often appreciate the effort to resolve their concerns and may even develop a more favorable view of the company than if everything had gone smoothly from the start.