Enraged shoppers are seeking 'revenge' on companies as customer service satisfaction erodes
ASU 'customer rage' survey shows that 9% of customers took 'revenge' in the past year, up from 3%.
In this article published March 7, 2023, on Business Insider:
"Most people now are using a computer, they're using some form of social media at this point, there's a democratization of complaining," Scott Broetzmann, president and chief executive of Customer Care Measurement & Consulting, told the Journal. Customer Care works with Arizona State University's W. P. Carey School of Business to conduct the study, which surveys 1,000 U.S. consumers.
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