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"Americans are encountering more problems with companies' products and services than ever before, and a higher proportion of them are actively seeking "revenge" for their troubles, a new study has found.
Some 74% of the 1,000 consumers surveyed said they had experienced a product or service problem in the past year. That is up from 66% in 2020, when the study last was conducted, and 56% in 2017. Only 32% told researchers they had experienced a problem in 1976, when a similar version of the study was first conducted.
The percentage of consumers who have taken action to settle a score against a company through measures such as pestering or public shaming in person or online, has tripled to 9% from 3% in 2020, according to the study. That reversed a downward trend with regards to revenge-seeking behavior: The average percentage of customers seeking revenge between 2003 and 2017 was 17%."(1)
"Effective support for years has been looked upon as a consumer right, however, and some customer experience executives say stratifying it into tiers runs the risk of eroding trust among those who can't or don't want to pay." (2)
(1) - As Customer Problems Hit a Record High, More People Seek 'Revenge
(2) - Want Better Customer Service? Join the (Membership) Club
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