The Troubling Trend of Declining Customer Service Ratings and Revenge-seeking Consumers in the US

A recent survey shows that Americans are increasingly unhappy with the customer service they receive, with 74% reporting a product or service problem in the past year. The incidence of problems has more than doubled since 1976. The survey also found that 43% of customers yelled or raised their voice to express displeasure about their most serious problem, up from 35% in 2015. The reasons for the decline in customer service include a shortage of workers in some industries, the proliferation of tech, and a lack of incentive for companies without competition. Experts suggest that valuing workers and empowering them to fulfill reasonable requests can improve the customer service experience.