Forrester

Why Read This Report

Most consumers have gotten poor service at some point in the past year. Among that group, the vast majority told friends or family about their disappointing experiences. To understand the causes of bad service and reverse the negative buzz, customer experience professionals need to capture feedback from their customers and then act on it no matter what channel consumers use to express frustration. This report draws on Forrester's Consumer Technographics® data to determine how customers provide feedback about poor experiences today and how those behaviors have changed over the past few years.