What is the sum of functional and emotional interactions with a service as perceived by the user called?

The concept that defines the sum of functional and emotional interactions with a service, as perceived by the user, is known as user experience. User experience encompasses all aspects of the end-user's interaction with a company, its services, and its products. This includes usability, accessibility, design, and functionality, all of which contribute significantly to how a user feels when engaging with a service.

User experience is critical because it focuses not only on how effectively the service meets users' needs (the functional aspect) but also on the overall emotional response the service elicits. This dual focus helps organizations understand the complete picture of how users perceive their services, leading to informed decisions about service design and improvements.

While customer experience may seem similar, it is generally broader and can encompass aspects that go beyond just the interaction with the service, including aspects of the relationship and touchpoints with the brand. Service satisfaction typically refers to the degree of contentment with the service received, and client feedback relates to the responses and evaluations given by clients about their experiences, which can inform further improvements but does not capture the full depth of interactions like user experience does.