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.
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Customer rage has increased 35% since 2017, ASU study shows.
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Great customer service is necessary to creating brand loyalty, says ASU expert.