When Karen & Chad attack: Recovering from Yelp-bombing and bad reviews
Data from the latest ASU 'customer rage' survey highlights areas for improvement in customer service.
In this article published March 17, 2023, on The Food Institute:
The National Customer Rage Survey (NCRS) is conducted by the W. P. Carey School of Business at Arizona State University and has been a curious prickle in the American marketplace for almost 50 years. And this year, 74% of 1,000 surveyed customers reported a product or service problem in the past 12 months. That's a more than 50% increase from when the survey was first conducted, long before likes, stars, and amorphous smiley faces came to dominate online retail and service sectors.
Latest news
- Full-time MBA program helps Gina Larson transition from Peace Corps to running cross-cultural venture
Returning from serving in the Peace Corps in Kosovo, Gina Larson (Full-time MBA '26) has found a…
- The subscription trap and how it impacts students' budgets
Monthly subscriptions can reinforce behaviors like the sunk-cost fallacy and loss aversion,…
- Digital therapeutic approach to health literacy can enhance patients' engagement with educational materials
An ASU information systems expert discusses the limitations of digital technology related to…