The (Social) Science of Complaining

It is becoming clear that technology is affecting how disgruntled consumers complain about poor products and services and, as a result, how companies must respond. We asked UK consumers which channels they had used to make complaints to a company or service provider.[1] The results show that the average consumer has used more than one channel (1.8 to be specific), with men and 45-54 year olds using the most diverse range of methods. Only 22% have never complained, and the most commonly-used....

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