Snapshot of Customer Service

A rather distressing article, but nothing surprising, about how crappy customer service is these days.

A current snapshot of consumer satisfaction by the University of Michigan Business School reveals a large group of unhappy campers. In its most recent American Customer Satisfaction Index, the average score for the specific issue of complaint handling is 57 (out of 100) for the 40 industries tracked by the index. ‘No one does a particularly good job in handling complaints,’ said David VanAmburg, managing director of the index, which measures consumer satisfaction with goods and services


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