The National Customer Rage Survey reveals an unprecedented surge in customer dissatisfaction. This emphasizes the urgency for enhanced complaint resolution and novel approaches.
Customer Rage: A Growing Problem
Research conducted by Customer Care Measurement & Consulting (CCMC) in partnership with Arizona State University’s W. P. Carey School of Business shows businesses stand to lose a staggering $887 billion in future revenue due to poor complaint handling. This is a significant jump from $494 billion in 2020.
Likewise, the data reveals that in the past year, 74% of customers faced challenges with a product or service. Of these, a concerning 63% voiced extreme discontent with their experiences. These statistics spotlight the critical need for businesses to address customer complaints head-on and rethink their complaint management methods.
The study, which surveyed 1,000 Americans, discovered that customers are becoming increasingly aggressive in their attempts to resolve problems with businesses. 43% of respondents raised their voice to show displeasure about their most serious problem, up from 35% in 2015. Additionally, the percentage of customers seeking revenge for their hassles has tripled since 2020.
The National Customer Rage Survey reveals an unprecedented surge in customer dissatisfaction, emphasizing the urgency for enhanced complaint resolution and novel approaches.
Losing Money on Poor Complaint Handling
Research conducted by Customer Care Measurement & Consulting (CCMC) in partnership with Arizona State University’s W. P. Carey School of Business shows businesses stand to lose a staggering $887 billion in future revenue due to poor complaint handling. This is a significant jump from $494 billion in 2020.
The data reveals that in the past year, 74% of customers faced challenges with a product or service. Furthermore, a concerning 63% voiced extreme discontent with their experiences. These statistics spotlight the critical need for businesses to address customer complaints head-on and rethink their complaint management methods.
“Perhaps of growing concern now is that customer hostility appears to be mutating like a virus. The expressions of malice and aggression triggered by differences in the value systems of companies and customers — so-called customer uncivility — only fuel the fire”.
Customer dissatisfaction are reaching historic levels. Therefore, businesses need to adopt innovative solutions to mitigate the risks associated with customer rage and uncivility.
By embracing cutting-edge technology like voice IVR systems and focusing on sincere communication, businesses can improve their complaint handling processes. , enhance customer satisfaction, and safeguard their reputation and revenue.