Customer complaints, and their ways of complaining, are on the rise

The online retailing experience is creating even higher expectations among consumers, which businesses must be ready to address.

The online retailing experience is creating even higher expectations among consumers, which companies must be ready to address, according to the “2020 National Customer Rage Study,” released in June. Sixty-six percent of people reported product or service problems in 2020, a steady increase over the past years. That number was 56% in 2017. Despite the rapid rise in digital complaining, it appears that corporate customer care departments are in catch-up mode. Fifty-five percent of customers expect a company response to a complaint posted on social media but 49% never get a response to it. In this article published in The Wall Street Journal on June 14, 2020:

Unhappy consumers this year informed twice as many people about their negative experience, according to the survey by Customer Care Measurement & Consulting LLC in partnership with the W. P. Carey School of Business at Arizona State University School of Business and Kraft Heinz Co.