Customer science: A new CIO imperative

W. P. Carey's National Customer Rage Survey investigates customer satisfaction and complaint handling.

In this article published March 26, 2024, on CIO:

The Center for Services Leadership (CSL) at Arizona State University's W. P. Carey School of Business periodically conducts a National Customer Rage Survey tracking customer satisfaction, complaint handling, and the alarming incidence of customer uncivility (i.e., rage). An emerging key performance indicator in the customer experience/satisfaction world is "rage clicks" — for example, when a user clicks a button sometimes five or six times because a website loads slowly or freezes.