Why customer service ratings are getting worse

Summary

Customer frustration with service is on the rise, driven by long hold times, automation, and limited human interaction. A recent survey revealed that 74% of Americans faced service issues in the past year, with many attributing this to the reliance on technology over personal connections. Social media has also amplified complaints, with more people airing grievances online. Experts suggest that a shift towards more kindness and empathy on both sides—customer and service employee—could improve the experience and reduce hostility.

Takeaways

• 😀 More Americans are frustrated with long hold times and difficulty reaching a real person in customer service.
• 😀 74% of Americans have experienced a problem with a product or service in the past year, according to the latest National Customer Rage Survey.
• 😀 Customer frustrations have increased significantly since 1976, with a notable rise in uncivility and anger towards customer service.
• 😀 One of the main complaints is having to go through lengthy automated prompts before speaking to a human representative.
• 😀 Scott Bretzman, who spearheaded the survey, attributes much of the frustration to the increasing reliance on automation and technology in customer service.
• 😀 The stress and struggles of COVID-19 have exacerbated customer frustrations, with 8% citing this as a major cause of rising uncivility.
• 😀 Approximately 43% of customers report raising their voices or yelling at customer service representatives.
• 😀 Around 10% of customers feel so angry that they consider seeking revenge on employees.
• 😀 Social media has become a powerful tool for customers to voice complaints, with the number of online complaints more than doubling since 2020.
• 😀 The report emphasizes the importance of kindness and courtesy on both sides of the customer service experience, suggesting it would improve interactions and reduce frustration.

Q & A

What is the main frustration many Americans face when dealing with customer service?

The primary frustration is having to endure long hold times and struggling to speak to a real person, with many customers facing automated systems before reaching a representative.

How many Americans report having a problem with a product or service each year?

According to the latest National Customer Rage Survey, 74% of Americans report having a problem with a product or service in the past year.

How does the number of customer frustrations in 2023 compare to those in 1976?

The number of customer frustrations has more than doubled since 1976.

What is the number one frustration for customers when trying to reach support?

The number one frustration is having to sit through long prompts or automated systems before being able to talk to a human representative.

What role does automation play in customer service frustrations?

Automation and technology are blamed for a lack of authentic interaction with representatives, which contributes significantly to customer frustration.

How has the COVID-19 pandemic influenced customer behavior towards service interactions?

The stress and strife associated with COVID-19 have been cited as primary causes for an increase in customer uncivility, with 8% of people attributing this change to the pandemic.

What percentage of customers reported yelling or raising their voice in frustration?

43% of customers reported yelling or raising their voice when dealing with customer service.

Are customers interested in seeking revenge on employees? If so, what percentage?

Around 10% of customers have expressed an interest in seeking revenge on employees in response to their frustration.

How has social media influenced customer complaints?

Social media has become a megaphone for complaints, with the number of people posting complaints and shaming companies online more than doubling since 2020.

What is suggested as a solution to improve the customer service experience from both sides?

It is suggested that a dose of kindness and a reminder that courtesy counts, even when complaining, would greatly improve the customer care experience for both employees and customers.