Sort quality misses by SERVQUAL dimension

Put each observation in the SERVQUAL bucket it most clearly reflects. Reliability Assurance Empathy Responsiveness Agent promised a fix that did not actually resolve the defect Reply arrived quickly, but the customer still had to wait too long for first contact Agent used correct steps but sounded unsure and contradictory about what would happen next Customer said they felt the agent ignored the business impact of missing payroll Article link was broken, so the self-serve path failed after ticket close Agent acknowledged urgency and specific customer stakes before explaining the workaround

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