According 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.
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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