An interesting title regarding customer experience: the "Customer Rage Survey." That will catch your eye.
It's the sixth version of the survey from Ventras Central, a London-based sales and marketing firm. Their major finding is that 56% of respondents say that the customer experience has amounted to unsatisfactory experience: those respondents say "they did not get any resolution of their issue or compensation" when contacting customer service reps.
"The study shows that on average, people tell 27 others about their negative experience," according to the company. And what's alarming is that this figure excludes those using social media.
“Receiving customer complaints is the best that can happen," according to Ventras Central. "It gives businesses the opportunity to get it right and win the customer back.”
What's more, “Fixing a problem quickly can actually improve the relation between the consumer and the brand and lead to increased loyalty.”