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.
Latest news
- Data-driven master’s program prepared alum Everson Wimer for career success in public accounting
Everson Wimer (MACC '24) chose to pursue accounting because he wanted to understand the language…
- If you'd put $1,000 into Microsoft stock 20 years ago, here's what you'd have today
According to an ASU expert's research, Microsoft was one of the most successful stocks between…
- W. P. Carey spotlights second-year IS faculty achievements and goals
The Department of Information Systems at the W. P.