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Rage-tweeting is on the rise for disgruntled consumers who seek ‘revenge’ for bad service

Latest ASU 'customer rage' survey shows an increase in vengeful behavior.

In this story published March 27, 2023, in the Philadelphia Inquirer:

One vengeful behavior could be 'social media shaming,' said Scott Broetzmann, president and CEO of Alexandria, Va.-based Customer Care Measurement & Consulting, which conducts the Rage Survey with the W. P. Carey School of Business at Arizona State University. “The motivation for a lot of the postings aren’t necessarily built around the negative emotion of revenge,” he said. Sometimes, customers simply “wanted to alert other people, so other people don’t have the same bad experience.”

Center for Services Leadership

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