Executive Briefings

Customer Rage Spikes as Customer Satisfaction Tanks

Customer service is at an all-time low and customer satisfaction in dealing with a product or service issue is just as low, about 40 percent with two of three consumers likely to experience rage during an interaction with a customer service rep. About 54 percent of gift recipients this past holiday season will be dealing with at least one problem regarding a gift or service received from a friend or family member.

In addition, 63 percent of consumers are likely to experience no satisfaction whatsoever in dealing with a product or service complaint, reveals a new 2015 Customer Rage Survey.

For retailers the outcome is not good as it is putting about $202bn in revenue at stake and can slash consumer repeat business and loyalty to shreds.

"The value of complaining is increasingly eroding, not only for consumers but for the purchase base of companies as well," said Scott M. Broetzmann of Customer Care Measurement and Consulting, which conducted the study in collaboration with Arizona State University's W. P. Carey School of Business Center for Services Leadership.

"More customers are experiencing problems and are increasingly unsatisfied in how they're being resolved. At risk is the repeat purchase of the product and service to the tune of $202bn," he said.

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In addition, 63 percent of consumers are likely to experience no satisfaction whatsoever in dealing with a product or service complaint, reveals a new 2015 Customer Rage Survey.

For retailers the outcome is not good as it is putting about $202bn in revenue at stake and can slash consumer repeat business and loyalty to shreds.

"The value of complaining is increasingly eroding, not only for consumers but for the purchase base of companies as well," said Scott M. Broetzmann of Customer Care Measurement and Consulting, which conducted the study in collaboration with Arizona State University's W. P. Carey School of Business Center for Services Leadership.

"More customers are experiencing problems and are increasingly unsatisfied in how they're being resolved. At risk is the repeat purchase of the product and service to the tune of $202bn," he said.

Read Full Article