Comment by thephyber

This reply doesn’t apply to the article, at least not the way you think it does.

(1) The article is talking about how dissatisfying 2% of your market is not a small issue. And the 2% of the market the website dissatisfies are unable to express the feedback reliably.

You are talking about cooking in the same room/ship as your customer, which has a fast and reliable feedback cycle. Your scenario has the advantage of being able to learn about and fix the issue on the current meal or perhaps as slow as 1-2 days. The article is about something which you may never know about so it may never get addressed.

(2) In my experience, each complex feature is its own circle in a not-perfectly-overlapping Venn diagram, so the 2% compounds and far more than 2% of your customers suffer failure from any one of the failures. This is more analogous to each ingredient in the food you select has a 98% chance of working and each dining utensil has a 98% chance of working for that meal.

(3) you are playing sleight of hand with that 5% figure. Your 5% are self-selecting people and highly affluent. This is a very narrow niche of the market and the attitude you take of “you can’t please everyone” doesn’t really work when our target customer is used to getting exactly what they want and you depend on repeat business from a small pool of customers.

(4) I’m guessing you didn’t simply ignore important adjustments like deadly food allergies, hence you aren’t really making a fundamentally different argument than the article. You simply worked in a field where mistakes are far more visible/obvious and the feedback cycle is faster so you learn not to make the same mistake (or people stop trusting you with their meals).

If instead of looking at the 98% figure in the article and thinking “I can’t please 100% of people”, but instead consider “what happens to my customer satisfaction if I move that slider up a little and what else happens if I move it up a lot?” You might actually learn something.