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3min chapter
Sunday Pick: Friction 101: How to make the right things easier and wrong things harder | Fixable
TED Talks Daily
Understanding Friction in Satisfaction Metrics
This chapter examines the role of friction in interpreting customer satisfaction scales, highlighting the confusion surrounding the commonly used 1 to 10 scale. It proposes a clearer 0 to 10 scale and discusses the broader implications of friction as a barrier to progress in both personal and professional settings, featuring expert insights on mitigating these obstacles.
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