Dissatisfied customerAccording to Reuters, a survey by Consumer Reports of over 1000 consumers  in March 2011, with the question “As a consumer, what frustrates you  the most ?” yielded  12 top rated results.

Seven of the top frustrations, including the top one, dealt with customers calling organizations support desks, while the remaining five frustrations, including the second most common complaint mentioned, dealt with customers visiting a store or having a service provided at the consumer’s site.

Eight of the 12 (2/3 of the factors frustrating consumers) relate to customer service.

The top 3 frustrations leading to consumer dissatisfaction are:

1. Can’t get a human on the phone.

2. The sales person is rude (in a store)

3. Too many phone steps.

Top 12 Consumer Frustrations

Is your organization guilty of any of these consumer frustrations? Do you measure these factors in any way? Leave your thoughts in the comment section below.


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Adele Berenstein

Adele Berenstein is an Experienced Customer Satisfaction Executive, recently retired from a Large Global IT Organization after a long productive management career including Sales, Marketing, Services, teaching and education center management and most recently, 19 years in customer satisfaction management. She turned around divisions with customer satisfaction problems, implemented measurable improvements and management systems, and implemented programs to prevent problems from ever affecting customers.

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