The Peak-End Rule is a cognitive bias where people judge an experience based on how they felt at its "Peak" (most intense point) and its "End," rather than the average of every moment.
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What does this mean for support ticket endings?
Even if the initial part of a ticket was frustrating, a high-quality, personal, and helpful "End" to the conversation will leave the user with a positive overall memory of the support experience.
Knowledge Challenge
Mastered The Peak-End Rule (Support Psychology)? Now try to guess the related 6-letter word!
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