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Showing 187 biases.

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Peak–end rule

Description

A psychological heuristic in which people judge an experience largely based on how they felt at its peak (i.e., its most intense point) and at its end, rather than based on the total sum or average of every moment of the experience.

Example 1:

A customer's overall satisfaction with a service interaction might be heavily influenced by the most positive (or negative) moment and how the interaction concluded, rather than the average quality throughout.

Example 2:

A customer's overall satisfaction with a service interaction might be heavily influenced by a single very positive moment (peak) and how the interaction concluded (end), even if other parts of the experience were mediocre.

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