What Unhappy Customers Want

• Standard

Companies have tried for decades to improve customer complaint resolution — without notable success. A new approach is needed.

IN 1976, the U.S. Office of Consumer Affairs sponsored what many consider the first national survey of customer satisfaction in the United States, asking consumers what problems they had experienced with products and services during the past year and profiling the resulting complaining behavior of those customers. That study found that the expectations of many customers were not being met.

For more information, customercaremc.com/insights/what-unhappy-customers-want/

Vicki Doran

Senior Consultant
Seeking win-win solutions, Vicki Doran has spent nearly thirty years on marketplace fairness and customer experience issues, having worked as an executive and lawyer for the Better Business Bureau and CCMC.