Customer Rage Study Podcast: Interview With Scott Broetzmann and Mary Murcott
Connecting the Dots
APRIL 21, 2017
So almost a quarter, one in every four customers in response to their most serious problem was going to be satisfied. Here we are in 2016 now, the study was done in 2015, and it is only 17%. In 1976, the percentage of households with a problem was 32% and in 2015 it’s 54%. Well, an IVR survey doesn’t measure that at all.
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