Client Service More Important Than Ever
Keeping your clients happy has always been critical for a successful practice, but these days it’s more important than ever.
That’s because clients – and consumers in general – expect quality service and are increasingly intolerant when they don’t get it, according to the 2022 National Customer Rage Survey.
“Americans are experiencing more product and service problems than ever before, remain hopping mad with companies' second-rate efforts to resolve their problems, and have become steadily more belligerent when they complain,” according to this Yahoo Finance report. “The latest release of the rage survey breaks new ground by exploring the alarming incidence of customer uncivility tied to what has become commonplace in everyday business settings.”
Customer dissatisfaction comes at a cost of up to $887 billion in future revenue, according to the survey.
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National Customer Rage Survey
Here are some takeaways from the 2023 survey:
- Seventy-four (74) percent of customers said they had a problem with a product or service in the past 12 months.
- Fifty-six (56) percent of customers said the problem wasted an average of one to two days of their time.
- Forty-three (43) percent said the problem cost them money (average loss of $1,260), and 31 percent said they experienced emotional distress.
- Sixty-three (63) percent said they experienced “rage” over the poor service they received.
- Customers are not hesitant to voice their displeasure, with 43 percent said they “raised their voice.
- The percentage of unhappy customers who say they want revenge has tripled since 2020.
- “Digital channels such as e-mail, chat, and social media have unseated the telephone as the primary complaint channel at 50 percent,” according to Yahoo Finance. “Complainants are also doubling down on social media shaming about their problems. In addition to complaining directly to the company, 32 percent posted information about their most serious problem on social media sites — more than double those who posted in 2020.”
- Seventeen (17) percent said they had behaved “uncivilly” toward a company.
- Twenty-five (25) percent of customers said they did not think threats, humiliation, foul language, and lying constituted uncivil behavior.
The National Customer Rage Survey is conducted annually by Customer Care Measurement & Consulting.
‘National Customer Rage Survey’ points to troubling trend among US consumers | The Hill
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