When customer service underdelivers, merchants risk consumer rage
There's a crisis in customer satisfaction, according to ASU's latest 'customer rage' survey.
In this article published March 7, 2023, on PYMNTS TV:
The Wall Street Journal reported on results of the latest National Customer Rage Survey conducted periodically by Customer Care Measurement & Consulting and the W. P. Carey School of Business at Arizona State University. In short, customers are angrier now than they were in 2020, the last time the study was done, and when a customer thinks their complaint is ignored or poorly handled, it triggers a 'revenge' response which typically sends that consumer to another merchant or brand.
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