Non Responsive Interface

The other day I took the bus on the way to the university and came across a usual sight in some Costa Rican buses, especially on buses for interprovincial or intercity commutes. A un-responsive interface. In this case above head reading lights. I know for a fact that finding a bus where this non essential travel equipment actually works would be a miracle. But what about tourists.One of the main Costa Rican industries is tourism. And they don’t share the same body of local knowledge that let me not to expect this things to work. Would concealing the reading lights make their experience and our experience as citizens a better one?

Or should them like us become use to the fact that we shouldn’t expect most things to work properly or as they are supposed to work. 

This non responsive interface also sometimes extends to the local institutions and sometimes when you “crash” against private companies own culture. Should companies and institutions be aware of the nuances that their handling of matters cause to the public?

Most of the time I think that they should invest money in research that would improve their relationship to the public and in some cases loyalty to a certain brand or product. But this research shouldn’t be limited to common market research as it is commonly known (with surveys) but actually talking to the customers that are vocal about the services being provided. That would shed light into what needs to be improved and in some cases how it could be improved.