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	A guide to identifying customer dissatisfaction and improving satisfaction for government service providers by Michael Hill of complaints|r|great associates   What makes customers dissatisfied with a service? For non-users of the service, perceptions created in the media can be a large influence. Sometimes the satisfaction of non-users can differ greatly to users of the service - look at some of the customer satisfaction indices for social service providers where users may rate the service very highly but non-users can rate the service very poorly.   Guide contents Feedback matters ... Customer Centric? ... People, Processes and Technology ... Effective measures ...