Trends Report

How Consumers Complain About Poor Service

Time To Get Serious About Social Voice Of The Customer

October 11th, 2012
Adele Sage, null
Adele Sage
With contributors:
Harley Manning , Allison Stone

Summary

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.

Want to read the full report?

Contact us to become a client

This report is available for individual purchase ($1495).

Forrester helps business and technology leaders use customer obsession to accelerate growth. That means empowering you to put the customer at the center of everything you do: your leadership strategy, and operations. Becoming a customer-obsessed organization requires change — it requires being bold. We give business and technology leaders the confidence to put bold into action, shaping and guiding how to navigate today's unprecedented change in order to succeed.