VoC Myth Busting with Ian Golding
Ep 11: Is Faster Service Always Better?

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In this eleventh episode of the VoC Myth Busting series, Darren Wake challenges Ian Golding with a common belief in modern service environments: “Fast customer service is better service. Customers primarily value speed.”

Ian explains why speed has become such a dominant expectation in a digital first world and how channel choice shapes perception. But he also makes a crucial distinction between quick responses and meaningful resolution.

Here’s what we cover:

• Why speed influences customer perception
• How expectations differ across channels and generations
• Why resolution matters more than response time
• The link between accessibility and loyalty

If you work in customer experience, operations or service design and are reviewing response time targets or digital channel strategy, this episode offers practical perspective on what customers really value.