Much of an experience is about perception and values ... I have worked in centres where 50% of the staff LOVED it there and 50% of the staff HATED it and same with client's experiences with centres or organizations!

Heck I grew up in the same house as my 5 siblings and yet we have totally different 'perceptions' of what our childhood was like .... we filter things through our own bias and beliefs and other experiences ... not to mention that how a business is running depends greatly on who is actually 'running it' and interpreting the rules and so forth.