In our line of work, client happiness is the #1 KPI.
A common fallacy is performance and happiness are 100% correlated. It is to a large extent. If a client is paying you 5K a month and you drive no GMV they will be unhappy and churn. But there’s also the case where a client pays you 5K and your GMV is skyrocketing but they are unhappy and they churn.
Why is the latter the case? It’s because happiness is relative. Let’s say you’re at a happiness of 9. To feel any greater happiness, you need your happiness to be a 10. But to achieve greater happiness has extreme diminishing return.
Additionally, if they’re at a happiness of 9. Any silly mistakes that drops them to a lower baseline will drive them insane.
That’s the problem with silly mistakes. Especially, a silly mistake that has a % effect.