Look at it this way:
What is the point in creating a service at all if you don’t expect people to use it?
If you do expect people to use it, then you need to offer some sort of way for them to get support when things go wrong (at the very least, a FAQ.)
Rather than thinking of these people as “complaining” over a free service, think of them as “fans” you have “disappointed.” If you can turn them back in “raving” fans, then they will be better advertising for you than anything else you could possibly have.
Put another way: People are using your service and like it enough to complain about it. That’s a good problem to have.
Originally Posted: https://www.quora.com/Does-a-free-service-also-need-a-good-customer-experience
Originally Posted On: 2015-10-05