CHICAGO — Consumers increasingly find themselves unhappy with the customer support they receive from their cell-phone company, banks, retailers and other service providers, but in an unusual shift in behavior, some are willing to keep doing business with them anyway.
For the first time in six years of studies, the Accenture Global Consumer Survey reported a decline, albeit a small one, in the number of consumers who switched service providers because of poor treatment, even as customer-satisfaction levels fell in all....