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Results of The Retail Customer Dissatisfaction Study 2006 -- conducted by The Jay H. Baker Retailing Initiative at Wharton and The Verde Group, a Toronto consulting firm, in the weeks before and after Christmas 2005 -- show that only 6% of shoppers who experienced a problem with a retailer contacted the company,
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knowledge.wharton.upenn.edu/article.cfm?articleid=1422
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It's the type of behavior that galls customers and dominates the list of complaints cited in the second annual Retail Customer Dissatisfaction Study conducted by Wharton's Jay H. Baker Retail Initiative with the Verde Group, a Canadian consulting firm.
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knowledge.wharton.upenn.edu/article.cfm?articleid=1735
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As Culnan, Rozett, and Matchett have discovered, customer service has deteriorated into a new kind of purgatory, one in which companies pass the buck, frequently from one corporate division to another. Or customer service representatives blame other companies.
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www.boston.com/business/globe/articles/2004/04/04/firms...
www.boston.com/business/globe/articles/2004/04/04/firms_courting_customer_dissatisfaction
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Tips to handle irate customers! Dealing with customer dissatisfaction can be hard, but these tips will help you diffuse situations with irate customers. ... Customer dissatisfaction is a challenging thing to deal with. There are an unlimited number of things that could upset a customer. And, what pleases one customer...
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www.morebusiness.com/running_your_business/management/a...
www.morebusiness.com/running_your_business/management/ah_irate.brc
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Complaints.com received the following consumer message on November 3, 2002: ... I paid the dealer $5,000.00 extra for sheetrock interior walls and ceilings. I wanted the sheetrock to have a smooth finish. Someone at Oakwood made the decision to put a textures ... Oakwood apparently doesn't care about customer satisfaction.
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www.complaints.com/november2002/complaintoftheday.novem...
www.complaints.com/november2002/complaintoftheday.november4.15.htm
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There is significant customer dissatisfaction with software and the software industry. Article 2B fundamentally favors software publishers (including the unscrupulous ones) over small customers.
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www.badsoftware.com/stats.htm
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Now that you have identified customer dissatisfaction and developed improvement plans, you must circle back and confirm that the changes are having a positive impact on the customer by conducting additional research to validate that there has been a shift in the customer's perceptions.
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www.destinationcrm.com/articles/default.asp?ArticleID=3...
www.destinationcrm.com/articles/default.asp?ArticleID=3636
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An article on Betanews is one of those I speak of, detailing customer dissatisfaction with the network, the customer service, and other various problems – yet there are plenty of comments defending AT&T – simply amazing.
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www.lockergnome.com/theoracle/2009/07/22/will-the-curre...
www.lockergnome.com/theoracle/2009/07/22/will-the-current-att-customer-dissatisfaction-make-any-difference/
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HEADNOTE ABSTRACT This paper investigates how process variation reduction affects customer dissatisfaction in the context of the U.S. domestic airline industry. ... This paper investigates how process variation reduction affects customer dissatisfaction in the context of the U.S. domestic airline industry.
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www.allbusiness.com/sales/customer-service/895046-1.htm...
www.allbusiness.com/sales/customer-service/895046-1.html
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