Good Friday Report: Americans are fed up with customer service

Experts weigh in on why and how to fix it

A recent survey shows that Americans are more unhappy with the customer service they’re getting than ever.

Thousands are voicing their discontent and you can see it just about everywhere on Yelp. Customer service and hospitality, especially since the pandemic, have declined in the eyes of many Americans. Across the country, 74 percent of people say they’ve had product or service problem in the past year. That’s according to the 10th edition of the National Customer Rage Survey, which tracks satisfaction and incivility. They found that problems have more than doubled since 1976.

Customers aren’t just complaining online. The survey found that customers are vocal about issues in person, with 43 percent of respondents saying they have have yelled or raised their voice. That up from 35 percent in 2015.

There are a number of reasons why customer service may feel worse. A shortage in workers is to blame in some industries. Technology can play a part too, throwing a wrench in what would otherwise be a smooth customer experience. A lack competition may also mean large companies have no incentive to improve customer service.

However, consumer experts say that these aren’t the only factors leading to disappointment. Customer expectations have risen in the past few decades. Experts suggest that valuing workers could help. They went on to say that the demands on workers are growing and becoming increasingly complex. If customer service was easy, a robot would be doing it.