Americans are facing more customer-service problems than ever, and many are seeking revenge for their troubles, opting to post about the issues online.
- 74% of Americans have experienced a product or service problem in the past year, up from 66% in 2020 and 56% in 2017, according to a recent survey.
- The number of people who have taken action to get revenge on the companies by badgering or public shaming in person or online tripled to 9% from 3% in 2020.
- A study of customer satisfaction of 400 different companies fell to 73.1 in 2022 from 77 in 2018—the most significant decline in the survey’s 28-year run.
Why it’s news
With the popularity of social media, it has become easy for consumers to be frustrated and take their complaints to social media. The online posts not only stop other customers from spending money with that business, but often the company will respond and offer an apology or a refund.
A new study has found that more consumers are growing frustrated with businesses and taking the problems to social media. The research found that the reasoning for posting online was that 25% expected an explanation of why their problem occurred, 24% said they wanted an apology, and 23% said they wanted an assurance that the problem wouldn’t happen again.
Customers said when a problem occurred, they felt as if the businesses did not care, which resulted in them attempting to contact the business or taking to social media to get an answer and warn others.
Customers also stated that not only were they frustrated due to a problem with a business, but sometimes it is nearly impossible to get in touch with a representative. Many businesses have artificial intelligence running customer service lines, and customers have to jump through hoops to contact a representative.
Respondents in the survey stated their top customer care frustrations as “being forced to listen to long messages before you’re permitted to speak to a representative” and “figuring out how or where to contact the company.”
As automation continues to take over, customer service issues will likely continue to rise until the tech is completely figured out and can give a foolproof answer to customers seeking information.