Top takeaways from the 2017 Customer Rage Study

This eighth Customer Rage Study shows Americans are unsatisfied with the products and services we buy, leaving people feeling frustrated and angry. Despite big money spent on customer-service programs, consumers who complained are still not happy with the way their complaints are handled, jeopardizing repeat business. Customers reported slight improvements in complaint-handling satisfaction in the new survey, but it’s still a failing grade.

In this Forbes post on Nov. 3, 2017:

“Resolution is the key word — customers want their problems resolved,” said Professor Mary Jo Bitner, executive director of the Center for Services Leadership. “Typically it takes multiple contacts before a problem is resolved, and too frequently there is not a satisfactory resolution. This is extremely frustrating and dissatisfying for customers.”

Learn more about Mary Jo Bitner, who is the Edward M. Carson Chair in Services Marketing.

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