Consumer shopping glitches on the rise, reveals study

Nov. 24, 2017

The 2017 Customer Rage Study reveals more than 62 million families had at least one shopping glitch in the past 12 months, leading to frustration and anger in the customer experience.

And while retailers' customer service teams responded, 79 percent of consumers who filed a complaint were not happy with the issue resolution, according to the study released by the W.P. Carey School of Business at Arizona State University.

That scenario, according to a release on the study, is putting more than $300 billion of future retail sales at risk.

The study notes that 40 years ago, just 32 percent of shoppers experienced some issue in shopping. That figure in 2017 hit 56 percent.


Topics: Consumer Behavior, Customer Experience, Customer Service, Trends / Statistics


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