by Marc Grainer, Scott M. Broetzmann, and David Beinhacker
We thought we could share the Customer Rage study conducted in the United States. The ACSI (American Customer Satisfaction Index) score has not changed much over the years. Why? The ACSI is 76 percent today versus 75 percent in the 1990s.
Another factor to consider is customer rage. Sensationalized stories about customer rage are reported by the media on a regular basis. Whether road rage or upset passengers on airplanes, it is safe to say that rage today is worse than in the mid-1970s. Results from the 2003–2013 surveys illustrate just how pervasive this phenomenon has become. ...
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