A new customer-rage study shows more American consumers than ever are dissatisfied with the products and services they buy.
The study shows 56 million American households experienced at least one problem during the past 12 months, and about $76 billion in revenue was at stake for the businesses involved.
The Center for Services Leadership at the W. P. Carey School of Business at Arizona State University helped design the survey.
"We found satisfaction is no higher than reported in 1976," says Scott Broetzmann of Customer Care Measurement and Consulting.
"People are frustrated that there are too many automated response menus, there aren't enough customer-care agents, they waste a lot of time dealing with the problem, and they have to contact the company an average of four times to get resolution," Broetzmann said.
Some of the findings of the survey include:
Survey results are based on phone interviews of about 1,000 households.
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