Can't get a human being to help? A consumer rage study found that most complainers got nothing for their efforts. But maybe they weren't complaining...
If you feel you have more to complain about these days, you may be right.
On average, customers made 2.9 contacts with a company while attempting to resolve problems, according to the firm’s 2020 National Customer Rage Study, which polled 1,026 consumers about problems with products or services in the past 12 months. A whopping 58% of respondents who complained got nothing — zero, zilch — as a result of their efforts. So perhaps it’s not surprising that 65% of those who had a problem experienced consumer rage.
“You will put yourself into a place of exhaustion and depression if you complain about every single thing that went wrong,” Broetzmann says. Choose your venue People who make complaints are about as likely to use digital tools such as email, live chats, company websites and social media as they are to pick up the phone, the 2020 study found.
Just make sure the remedy you suggest is commensurate with the problem, Doyle says. If the seatback TV didn’t function on your flight, don’t ask for a free ticket; ask for a credit for a drink or a meal on your next trip, he suggests.
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