17% of complaining customers end up in ‘death spiral’ – study

 

A recent study conducted by Populus Research tells us that the average customer spends 6 1/2 hours a year complaining to customer service reps.  69% have to repeat themselves to different people, and 17% fall into a customer service ‘death spiral’ where they are spending longer than 1 hour on the telephone.  Here are the details

17% of complaining customers end up in ‘death spiral’ – study
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