Top 12 consumer frustrations

Monday, October 24th, 2011

According to Reuters, a Consumer Reports survey 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.

Have you ever had the problem that management and employees who are not on the front line, don’t focus on how they personally impact customer satisfaction? This is a common problem in large organizations. In my years at IBM, it was one of the key challenges. Often decisions made in departments removed from day to day interaction with customers set policies, designed systems or created products, services or promises that were not customer friendly or could not be implemented in the real world. Here are some tips to get buy in and focus internally.

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