Moment of truth

결정적 순간

A single service response can sharply change trust in the relationship.

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html
<div class="truth"><div class="truth-event">PACKAGE DELAYED <span>!</span></div><div class="truth-options"><button id="truth-silent">NO UPDATE</button><button id="truth-help">PROACTIVE HELP</button></div><div class="truth-meter"><span>TRUST</span><i><b id="truth-bar"></b></i><strong id="truth-score">35</strong></div><div class="truth-result" id="truth-result">CUSTOMER WAITS WITHOUT AN ANSWER</div></div>
css
.truth{width:min(88%,650px);display:grid;gap:clamp(8px,2vmin,18px);font:800 clamp(10px,max(2vmin,1vw),16px)/1 sans-serif}.truth-event{display:flex;justify-content:space-between;align-items:center;padding:clamp(10px,3vmin,22px);border:2px solid var(--fg);font-size:clamp(15px,3.6vmin,28px)}.truth-event span{display:grid;place-items:center;background:var(--accent);color:white;border-radius:50%;width:clamp(22px,5vmin,38px);aspect-ratio:1}.truth-options{display:flex;gap:7px}.truth button{flex:1;border:1px solid var(--fg);background:var(--surface);color:var(--fg);padding:clamp(8px,2vmin,15px) 2px;font:inherit;cursor:pointer}.truth button.selected{background:var(--accent-2);color:#211b19}.truth-meter{display:flex;align-items:center;gap:8px}.truth-meter i{flex:1;height:clamp(12px,3vmin,24px);background:var(--line);overflow:hidden}.truth-meter b{display:block;height:100%;width:35%;background:var(--accent);transition:width .6s}.truth-result{color:var(--muted);font-size:clamp(10px,max(1.8vmin,1vw),13px)}
js
let help=false;const bar=document.getElementById('truth-bar'),score=document.getElementById('truth-score'),result=document.getElementById('truth-result');function show(v){help=v;bar.style.width=(v?78:35)+'%';score.textContent=v?'78':'35';result.textContent=v?'ISSUE EXPLAINED · NEXT STEP CLEAR':'CUSTOMER WAITS WITHOUT AN ANSWER';document.querySelectorAll('.truth button').forEach((b,i)=>b.classList.toggle('selected',i===(v?1:0)))}document.getElementById('truth-silent').onclick=()=>show(false);document.getElementById('truth-help').onclick=()=>show(true);show(false);setInterval(()=>show(!help),2300);

A moment of truth is a touchpoint where people compare what they expected with what actually happened. Support replies, delivery problems, and returns can become such moments.

Choose a response to a delivery issue in the demo and watch the trust path change. Interviews and churn records can help identify which encounters carry the most weight.

One kind reply cannot always undo a poor experience. Delivering the promised basics comes first.

When to use

Use it to prioritize service moments that strongly affect the next customer decision.

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