The Troubling Trend of American Consumer Rage Towards Customer Service

A recent survey conducted by Customer Care Measurement and Consultancy in collaboration with the Center for Services Leadership/W.P. Carey School of Business at Arizona State University shows that 74% of Americans have had a product or service problem in the past year, and the incidence of problems has more than doubled since 1976. The survey found that 43% of customers yelled or raised their voice to express displeasure about their most serious problem, up from 35% in 2015. The biggest part of the problem is increased customer expectations not being met, and there are a number of reasons why customer service may feel worse, including a shortage in workers in some industries, the proliferation of tech as a part of the process, and a lack of incentive for companies without competition.