Customer Care Measurement & Consulting, in collaboration with W.P. Carey School of Business at Arizona State University and Dialog Direct, conducted the seventh study wave since the 1976 seminal White House Study on customer care, offering a clear comparison of customer satisfaction with corporate customer care over the years and a basis for understanding the relative impact of corporate investments in customer care over the past nearly four decades.
2015 National Customer Rage Study Methodology:
CCMC conducted telephone interviews of a representative sample of 1,000 households. 2015 results’ overall margin of error is + 1.9% -3.1%, at 95% confidence.
Core questions were repeated from the prior six Rage surveys, with a focus on the most serious problem with products/services experienced in the past twelve months.
Special focus was paid to Web 2.0, examining online postings about the most serious problems experienced.
What Are Some of the Most Eye-Popping Key Findings & Take-Aways from 2015’s Study?
- Revenue at risk to businesses from doing customer care the wrong way: a more than whopping $202 billion dollars;
- 2015 customer problem rate increased four percentage points over 2013 to a heart-stopping 54%;
- Cable/Satellite TV topped the list of most serious problems, with a big increase in the number of complaints from 2013;
- Two-thirds of customers experienced customer rage;
- 79% of those with complaints reported their problem to the company;
- 63% of complainants felt they got nothing from the company;
- When non-monetary remedies, such as an apology, were added to monetary relief, complainant satisfaction nearly doubled from 37% to 73%;
- The most annoying customer service catchphrases (such as “Your call is important to us. Please continue to hold”) are identified in rank order;
- Telephone beats the Internet by a huge margin (6 to 1) as means to complain; and
- Whereas businesses used to get increased brand loyalty simply by allowing obvious means to complain, getting people to complain is no longer enough for brand uplift.
Want to Get the 2015 National Customer Rage Study?
Find out the top most complained about industries, why there is such low level of complaint satisfaction, how posting on the web is affecting business, and much more! Just request the full 2015 National Customer Rage Study below.