Consumer rage study overview:
- Who: Customer Care Measurement & Consulting and the Center for Services Leadership, a research center within the W. P. Carey School of Business at Arizona State University, have unveiled the tenth National Customer Rage Survey.
- Why: The survey revealed that American consumers are experiencing more problems with products and services than ever before.
- Where: Nationwide.
The recently released National Customer Rage Survey has revealed that American consumers are experiencing a record amount of problems with products and services — and are angry with companies efforts to resolve them.
Consumers have also become “steadily more belligerent” when complaining about problems, according to the survey, which, in its tenth year, estimated businesses are putting $887 billion in future profits at risk with their “mediocre complaint handling.”
The independent survey, which is conducted online and involves 1,000 Americans, found that 74% of American consumers reported either experiencing a product or service problem during the past year.
A total of 56% of consumers, meanwhile, answered that the problem with the product or service wasted their time, while 43% said it cost them money and 31% responded that it caused them emotional distress.
The level of customer rage — defined by the surveyors as the consumer experience of complaining about a product or service problem — held steady, meanwhile, with 63% of respondents saying they felt rage about the experience.
The survey found that consumers are becoming more aggressive in general with their efforts to resolve their issues with businesses, with 43% answering that they raised their voice to show their displeasure when it came to their most significant problems.
Consumers increasingly taking their complaints online, says survey
Consumers are also increasingly taking their complaints digital, with 50% of respondents using e-mail, chat, and social media as their primary complaint channel, up from only 5% in the year 2013.
A total of 32% of complainants responded that they posted about their most significant problem on a social media site, an amount that is more than double those that answered the same in the 2020 survey.
The National Customer Rage Survey was first unveiled in 2003, while this latest version is the first since 2020.
The online survey is conducted in collaboration from Customer Care Measurement & Consulting (CCMC) and the Center for Services Leadership, a research center within the W. P. Carey School of Business at Arizona State University.
In other news regarding consumer complaints, the Consumer Financial Protection Bureau revealed last November that there has been an increase in consumer complaints revolving around cryptocurrency fraud and scams.
Have you experienced a problem with a product or service within the past year? Let us know in the comments!
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23 thoughts onNew consumer rage study finds Americans experiencing record product, service problems
Stop doing business as much as possible
Customer Service is NOT Customer Service!!! Have you dealt with Asurion Insurance ? How about for hours with representatives on the phone and dropping your call? 5 reps later? Your phone is important, and you pay huge prices to purchase your phone that has become your life tool. Who reprimands these supposed Customer Service people that collect a wage every time they drop your call, sand bagging there hours for pay with these companies?
I saw an ad on TV about Ins
…Inscense Waterfall. My comment was cutoff but watch for pop-ups that add items to your order. Go to BBB before buying anything.
FedX not delivering items on time as promised when purchasing shipping. Always an excuse but never refunds customers for missed target dates. Amazon, 2 day what? Delivery? What is that? Waited any where from 4 to 5 days as a prime customer. Not the shippers fault but Amazons fault for not shipping the product for several days after placing an order. This is not what I signed up for several years ago.
Yep. FedEx dropped off a package which was damaged but their delivery proof photo was blocked by the placement of package for photo. My porch cams caught the deception. Oh this evil world!
It began for me in 2018 with Fletcher Jones-Chevrolet, the situation worsened in 2020 with Connell Chevrolet, and has continued to current Simpson Cheverolet. GMC! I have all documents from the beginning to present.
I have been hating trouble with my insurance company for the last 2 months
I have several Apple has repeatedly billed me for over a year on a phone that was stolen 14 months ago. I call and they stop it and then they start again, Spectrum was supposed to give me $30.00 a month off my bill from the gov. They will do it for a month and then quit, over and over. For the past almost 1 1/2 years I get up to 6 calls a day that says they are SPAM RISK, just over the last three months they have called me over 360 times. Each call is an automatic dialed and they never the same phone number twice, each time is a new phone number. I called them back and they over a year ago I signed up for Funeral benefits. I told them to stop immediately, they are harassing me and causing me stress, headaches and anger. I have turned it over to DO NO CALL REGISTRY 2 times NOTHING STOPS THE CALLS. I have stopped answering my phone because of this. I get billed on my credit card for weird thing. Last mo I was bill over 215.00 and when I called they said they were raffles. They refunded 56.00 and now won’t answer the phone.
Google is the absolute worst company to deal with.
Literally every single one of their products and services are defective and their ” support” is THE WORST I have ever experienced.
They frequently lie about their products like grossly over exaggerating the battery life of their phones, they sell broken and non working paid apps on their app store and refuse to issue refunds and tell you to contact unresponsive developers to try and get your money back.
They leave these broken apps with non responsive developers in the play store for YEARS and do nothing.
They outright refuse to honor their warranty or they employ shady tactics to just get you to give up out of frustration.
They constantly and deliberately break their own products and services and remove critical functionality that they sold you when you originally bought the device or service.
Functionality is either broken or removed by FW updates or it is just removed or broken by server side changes that do not even get the consent you give when accepting an update.
Also their updates are vague and just checking for an update locks you in to performing the update and there is no control or explanation or change log .
They continually sell defective lrodo and refuse warranty service.
Their support might as well be robots because they respond even more robotically than any bot and will deviate from their script.
They are all low skill foreigners who speak barely any English and who have nearly zero working knowledge or anything they are supposed to be supporting.
I have several Apple has repeatedly billed me for over a year on a phone that was stolen 14 months ago. I call and they stop it and then they start again, Spectrum was supposed to give me $30.00 a month off my bill from the gov. They will do it for a month and then quit, over and over. For the past almost 1 1/2 years I get up to 6 calls a day that says they are SPAM RISK, just over the last three months they have called me over 360 times. Each call is an automatic dialed and they never the same phone number twice, each time is a new phone number. I called them back and they over a year ago I signed up for Funeral benefits. I told them to stop immediately, they are harassing me and causing me stress, headaches and anger. I have turned it over to DO NO CALL REGISTRY 2 times NOTHING STOPS THE CALLS. I have stopped answering my phone because of this.
I have a few items that I’ve had just complete problems with on a continuous basis Hyundai electronics specifically laptops is my biggest issue at this point and there’s a couple other personal items that
I have a few items that I’ve had just complete problems with on a continuous basis Hyundai electronics specifically laptops is my biggest issue at this point and there’s a couple other personal items that