Some people will be more critical of systems because they’re not comfortable criticizing people. It’s too personal. But others would (I believe) be harder on people because the people are tangible. If a person does not think in terms of processes they’d be less likely to criticize them. In these cases, the employee is an easier target.

Hope that helps. Thanks for reading!

Very interesting post. Is there any existing research that indicates there is a bias in the way survey respondents rate their customer experience when referring to “a person” vs “a process”? For example, if a customer was leaving feedback on their recent personal mortgage experience with their bank, are they more likely to be harsher on the “process” than the “person” who helped them navigates that customer experience? Please provide references/links to any research/white papers/etc that may be relevant. Thanks!